Datacard Group empowers financial institutions, government agencies and other enterprises in more than 150 countries to securely issue and personalize financial cards, passports, national IDs, employee badges, mobile payment applications and other credentials. Our flexible solutions enable Secure Issuance Anywhere(tm), which helps both public and private enterprises succeed in a global, digital and increasingly connected marketplace. Datacard is the world's best-selling brand of secure issuance solutions. For information, visit www.datacard.com<http://www.datacard.com>. Follow us<http://www.datacard.com/connect> on Twitter, YouTube and LinkedIn.
The Technical Software Support Specialist is responsible for the installation, administration, and ongoing support of CardWizard Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows 2003/2008Servers in web, application and database environments to our customers in the US and channel partners around the world.
Responsibilities:
Technical Phone Support 50%
* Act as a point of escalation for technical issues that customers and technicians are unable to solve.
* High availability for customer contact to ensure timely and accurate response to all inquiries.
* Responds to inquiries for support requests from customers, distributors and Sales people in a timely manner
* Utilizes phone, email and remote connections to investigate customer issues
* Diagnoses underlying cause of customer complaints or performance issues
* Create and maintain documentation to assist in future problem resolution
* Resolves customer issues escalated from on-site technicians, distributor service technicians or other technical support specialists, escalating to engineering for additional support when needed thru GIT
* Support end-user installations, configurations, updates and migrations through problems. Act as direct contact with internal and external customers.
* Provide 24/7 on-call support after hours
* Provide cross training to other colleagues.
Customer Installation and Training 40%
* Provide onsite installation of CardWizard solutions onto existing customer server systems
* Delivering software operations training for customers and IT personnel
* Interact with System Administrators to apply software patches and perform upgrades to existing customer systems.
* Provides remote installation support for hardware and software as requested
Learning and Development 10%
* Participate in company sponsored personal development and quality initiatives
* Complete all company training and development courses required by Datacard
* Reads journals or other market sources to ensure knowledge of market changes and or advances
Basic Qualifications:
* Excellent verbal communications and customer skills
* Associates degree in Information Technology or equivalent
* 3+ years of experience in an IT environment
* Proficient problem solving and troubleshooting skills
* Experience in general networking technologies and concepts
* Experience configuring and maintaining Windows Server 2000/2003/2008 associated tool and utilities.
* Willingness and ability to work flexible hours and travel up to 50%
* Previous experience in a customer service environment
Preferred Qualifications:
* Previous job experience in the Financial Institution industry
* Advanced technical education
* Professional technical certification such as A+, MCSA, MCSE or similar
* Networking and/or Software Certificates such as Network+ and CCNA
* SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN knowledge and experience
* Experience supporting remote and mobile users and computing/communications
* Experience with systems backup and recovery technologies
Travel Requirements:
Up to 50%
Datacard Group is an Equal Opportunity Affirmative Action Employer.
NO AGENCIES, NO RELOCATION
