Sr. Technical Support Engineer

Company Name:
Verint Systems, Inc.
_Overview of Job Function:_
As a valued member of Verint's Video Intelligence Solutions (VIS) Technical Support team, you will be a subject matter expert and responsible for advanced troubleshooting while working to resolve service requests escalated to you. You will provide technical support to Integrators/Partners, Customers, Field Engineers, Technicians, and Product Support personnel who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. If required, you will monitor customer's ticketing systems. In addition, you will manage all reported issues in the Oracle Customer Relationship Management (CRM) application, verifying eligibility for support, troubleshooting, and escalating any unresolved issues in accordance with standard escalation procedures. You will be responsible for closing applicable service requests in accordance to the documented process.
_Principal Duties and Essential Responsibilities:_
The primary duties and major tasks that will be performed on a regular basis include but are not limited to:
Works with end-users and integrators to remotely troubleshoot and provide technical assistance for a moderate volume of complex service issues within focused verticals.
Manage and tracks issues in Oracle CRM application and customer ticketing system.
Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated. Works closely with team members to ensure follow up and detailed feedback are provided.
Assesses nature of problem; Utilize technical expertise, exercise judgment and decision making to perform advanced troubleshooting to work to resolve issue. Works with peers when appropriate to assist in resolving issue.
Works with 3rd party hardware manufacturers to open service requests and troubleshoot their hardware remotely.
Works with 3rd party vendors to dispatch them for on-site support when required.
Processes RMA's for hardware when required.
Works with higher level Technical Support Engineers to assist with problem resolution and/or customer management. Gains understanding of how issue was resolved and applies knowledge to future service inquiries.
Follows progress of request; ensures request is resolved in a timely manner and that customer is fully satisfied with resolution
Closes requests when completed
May be involved in customer installations, training, and on-site support
Performs various administrative and reporting tasks as assigned
Adheres to written or verbally communicated processes
As a subject matter expert, works closely with other individuals on your team to provide technical expertise and learning opportunities
Assists in training and mentoring new employees
Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies
Assists management in analyzing and identifying root cause factors, service issue trends, and areas to streamline existing processes or create new processes where needed
Other duties as assigned
Works with Product House, as required, throughout the GA product release cycle to insure product and organizational readiness
Stages customer configuration and environments in laboratory environment to reproduce, troubleshoot and isolate product or configuration issues
Develop and author technical documentation to assist Junior Engineers with problem resolution
Provide account management services as required
_Minimum Requirements:_
College degree or equivalent work experience
Intermediate to advanced networking knowledge and solid understanding of networking technologies (TCP/IP, LAN, WAN, Wireless).
DBA skill set of basic SQL commands (SELECT, DELETE, INSERT, etc) and backing up and restoring a database in SQL 2000/2005/2008.
Basic electronics technology skill set.
System Admin experience with Windows OSes (Basic installation/configuration, driver installation/troubleshooting, registry editing, performance tuning, using Event logs and the task manager).
Storage experience with SAN/NAS deployments and iSCSI, SCSI, Fiber Channel configuration. Knowledge of configuring and troubleshooting RAID configurations (primarily RAID 0/1 and RAID 5/6).
Basic installation and administration of Window Active Directory.
5+ years of Call Center environment experience or equivalent Technical Support experience
Excellent customer service skills and phone etiquette
Advanced troubleshooting , organization and analytical skills
Ability to quickly learn and master new technologies
Proven ability to manage multiple tasks with shifting priorities and timeframes
Works well in and supports a team environment
Strong oral and written communication skills
Ability to take direction, retain information, and apply in similar situations
Ability to manage assignments and meet deadlines with minimum supervision Inspire others to do the same by example
Formal trouble ticketing system and/or Oracle CRM application experience
Strong computer skills, including MS Excel, Outlook, Windows Operating Systems; ability to type 35 wpm
Proven ability to understand, troubleshoot, and analyze networked environments
Computer Hardware knowledge including experience with hardware replacement
Demonstrated proficiency with Raid Technology, Windows XP, 2000, and 2003, 2008 Server knowledge; Understanding system logs and event logs
Willingness to work a flexible schedule including evenings and weekends
Successful completion of background and substance screening process designated for the position
_Preferred Requirements:_
Advanced TCP/IP networking knowledge of WAN protocols (ATM and Frame Relay), VLAN's, TCP/UDP, ICMP, ARP NAT and ACL's (firewall), dynamic IP routing protocols (RIPv2, EIGRP, OSPF), basic CISCO IOS (for understanding startup and running configs)
DBA skill set with the ability to read/write SQL Scripts, understanding of relational database design - primary/foreign keys, referential integrity, relationships - one to one, one to many, many to one)
Experience with computer programming using C/C++, C#, Java, Python or Visual Basic
Basic understanding of Operating System theory and design (process and thread execution, CPU interrupts, CPU cycles - Fetch/Execute/Store, memory management, demand paging, I/O management, direct memory access)
Intermediate experience with administering Active Directory
Basic to intermediate electrical engineering knowledge
MCSE and CCNA or equivalent highly desirable
Proficiencies with wireless networking installation, configuration, and troubleshooting
Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality.
Job Title: Sr. Technical Support Engineer
Location: US-CO-Denver
Job ID: 6801

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