AccessData offers governmental agencies, law enforcement and corporations a comprehensive portfolio of information assurance technologies.
Our Technical Support group is seeking a Technical Support Engineer who can provide superior customer service and technical support to our key accounts; act as a liaison between the client and our software development team, and provide in-depth technical assistance to law enforcement and corporate customers, utiliziing our products. While not required, experience in computer forensics and/or law enforcement is preferred.
Additionally, responsibilities include:
Troubleshooting complex software applications utilizing diagnostic skills related to software and hardware setup, database management, data analysis and operating system configuration of AccessData or 3rd party products.
Work with customers through the AccessData forum.
Assist sales with new user setup.
Assist Professional Services with customer setup.
Collaborate with peers, QA and Product Development in problem resolution.
Prioritize and resolve issues of varying severity within accepted service levels.
Monitor and enter data into the CSR incident system.
Analyze new computer forensic technology with AccessData solutions and provide appropriate feedback to Engineering and Management.
REQUIREMENTS for the job include:
Bachelor's Degree or equivalent combination of experience and education. Minimum of 3 years experience in a client interfacing call center, help desk or technical support environment. Working knowledge of TCPIP, Oracle. Experience working with computer forensics or law enforcement a plus. Prior sales or account management experience a plus.
Computer Skills
Basic to intermediate skill in MS Active Directory, MS Exchyange, Lotus Notes, MS SQL Server, Oracle, MS Office, Windows Server 2003/2008, Windows XP and Vista, Windows 64-bit versions, Enterprise-level customer software systems. Must have prior experience in software testing. Prior experience with Linux/Mac preferred.
Basic understanding of Internet Information Services (IIS) and Windows Communication Foundation (WCF) preferred. Basic understanding of the eDiscovery process. Working knowledge of Electronic Discovery Reference Model (ERM) is preferred.
