Company or Recruiter:
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Next Step Systems
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Industry:
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Software
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Function:
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Technical Support
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Location:
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Philadelphia, PA
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REF Code:
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Position Level:
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Experienced
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Position Type:
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Full Time
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Salary:
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$25 - 40K
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$40-$49K
Responsibilities:
Own the application support and services for all software customers within a specific sector. This includes providing answers to questions, resolutions to problems and general assistance for the day-to-day operations of the customerBs application.
Provide support to internal and external customers for a software product. Support services to ensure superior quality, good customer references and overall satisfaction with Company's support services.
Ensure quality of the application by participating in the software quality control life cycle. This includes testing.
Provide quality and consistent support for all Company software and related applications by:
. Troubleshooting software operational issues, installation issues and technical issues.
. Escalating unresolved issues as required, maintain ownership of issue through resolution
Achieve client satisfaction by:
. Ensuring required response time and resolution times are met
. Rapid response to support client complaints
. Rapid response to support client requests
. Perform required test scripts
. Perform ad hoc testing
. Report software items (defects and enhancements)
. Perform special project that are required to meet corporate and department objectives.
Qualifications:
. College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
. Preferred Degree in business, computer science, information technology or engineering or equivalent work experience required.
. Certification in up to date technology field preferred. Desired certifications include: MCSA, MCSE, MCDBA, MCDST, MCP, HDA
. Minimum 3 years direct customer contact
. Expert experience in providing high level of technical customer service
. Expert knowledge of the software support life cycle
. Knowledge of software quality control life cycle
. Knowledge of ITIL, ISO 9000, TMQ, or other Technology Industry Standard processes
. Knowledge of software sales cycles
. Knowledge of software development life cycle
. Expert knowledge of WinTel desktop operating environments Microsoft OS (NT, 2000, XP)
. Expert knowledge of Microsoft Office Suites (2000, XP, 2003) and other desktop software
. Expert knowledge of web browsers (IE 6.0)
. Knowledge of using SQL 7.0 and 2000
. Knowledge of WinTel server operating environments Microsoft Server OS (NT, 2000, 2003)
. Knowledge of Internet Information Services (IIS 6.0)
. Understanding of network components (firewalls, load balancers, 3 DNS, IDS, HIDS, switches, and routers)
. Ability to work independently
. Ability to work in a team and provide quality deliverables
. Able to meet intense deadlines
. Flexible work schedule to support a 7 X 24 X 365 environment
. Able to communicate effectively verbally (specifically over the phone) and in writing
. Ability to interact will all levels of personnel
. Ability to handle sensitive information confidentiality; previous security clearance a plus
. Able to satisfy the dissatisfied customers
. Ability to learn quickly in a fast-paced environment
. Strong organizational skills
. BCreditworthinessB and able to use personal credit card for all reimbursable expenses required
. Ability to travel
Contact information:
Mike Stapinski
jobs@nextstepsystems.com
Next Step Systems
www.nextstepsystems.com
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Contact:
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Mike Stapinski
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Phone:
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630-428-0600
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Fax:
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E-mail:
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jobs@nextstepsystems.com
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URL:
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Next Step Systems
Next Step Systems is a recruiting firm specializing in permanent employment of Information Technology (IT) Professionals. We work with candidates and jobs at all levels. We are currently working on 200+ full-time technical positions nationally. We're a Chicago based Technical Employment Service that has computer job openings across the country.
Here is a partial list of recent positions and titles:
Programmer B Developer B Business/Systems Analyst - Quality Assurance
Database Administrator B Datawarehouse B Data Modeling
LAN, WAN and SAN Administrator B Network Engineer B Systems Support
Technical Sales B Sales Support Engineer B Account Manager
Project Leader B Manager - Director B VP B CTO B CIO
If you are on the job market and have technical or computer skills, please send your resume with salary expectations to jobs@nextstepsystems.com.
We are Information Technology recruiting specialists, providing a personalized service to fit the changing needs of our job seeker clients and our employer clients. From technical jobs in Chicago to network jobs in Philadelphia and Denver, we have been successful. Visit us on the web at http://www.nextstepsystems.com.
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