A22-011_Technical Support Engineer

A Technical Support Engineer is expected to learn the Kofax MFD Enterprise Printing and Scanning solutions and support the partners and end customers across the globe. The key responsibility will be to accepts the calls, emails and portal requests and responds to the queries of the partners/customer over the call and effectively manages cases in our CRM.

Principal Duties & Responsibilities:

• Support the partners and direct support customers in the best possible way.
• Host remote session to review, research and investigate issues.
• Direct engagement with Partner on complex and/or escalated incidents.
• Perform in depth Product trace log analysis,including custom logs, Microsoft Server logs and wireshark.
• Review and facilitate technical escalations to Tier2 including simulation and replication of issues with Kofax lab.
• Identify top support incident drivers and development of key KB articles.
• KB article creation.
• Effectively track and log, clear and concise case notes into the incident management system.
• Share knowledge and perform training for others.

Required Skills:

• Solid technical skills and expertise with the ability to provide technical support.
• Exceptional technical consultation skills with a strong solutions orientation.
• Strong and effective English language communication skills: verbal, listening, written and presentation.
• Strong interpersonal skills.
• Exceptional customer service skills with effective follow-through.
• The ability to work effectively at all levels of an organization.
• Strong organizational, planning and time management skills.
• Willingness to own problems and drive them to resolution.
• Strong knowledge of Windows Server Operating Systems, Client Operating Systems, including Active Directory, IIS, etc
• Good knowledge of Microsoft SQL Server.
• Good knowledge about networks and networking.
• Having clear fundamentals of printing and scanning functionality.
• Willingess to work APAC and EMEA shifts.

Experience Required:

4-6 years’ experience providing technical support on client-server based software solutions under Windows networking environment.

Education:
Bachelor or Associated degree in Computer Science or related discipline required.