Technical Systems Engineer

  • Imagine Learning
  • 302 East Lakeview Pkwy, Provo, UT 84606, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Job DescriptionThe Technical Systems Engineer (TSE) works primarily with product implementation, rostering and customer escalations. This includes focus on Student Information System integration, single sign-on integration, network troubleshooting, and various device troubleshooting. This may also include on-site investigation to solution when appropriate.Main Functions:Take ownership of assigned region and responsibilities.Pre-sales validation of system requirements relating to customer infrastructurePost-sales installation and implementation of our software on customer systems.Troubleshoot escalated issues at customer sites to discover root cause and solutions.Complete product implementations and upgrades in assigned area in a timely manner.Represent the customer voice in product enhancement, feedback, and necessary bug fixesMaintain trust and respect while doing the right thing instead of the easy thing for customers.Maintain professional care for customers.Build relationships with all co-workers by being reliable, knowledgeable, and personable.Attend meetings and trainings and perform other duties as reasonably requested by management.Assist other TSEs in other regions when help is needed.Present a professional image (You are the face of Imagine Learning to the customer)Regular and consistent attendance (Seasonal overtime as reasonably required).This is a buck stops here position. Must be able to take ownership of issues and follow through until satisfactory resolutionProcesses:Documents all customer interaction in appropriate business tool (NetSuite, Jira, ZenDesk, etc.)Works collaboratively within the team and with other departments to successfully drive customer success.Effectively communicate with customers and internal departments via email, phone, and other methods.People:Nurture relationships within the team as well as with Area Partnership Managers, Customer Success Managers, Customer Experience Specialists, Customer Support, Data Integration, and Product Management in order to foster a trusting and productive relationship.Engage, when appropriate, internal and external stakeholdersPerforms other duties and attends meetings as may be reasonably assigned by managementMaintains regular and consistent attendanceSystems:Understand the basic workings of the standard Microsoft Office Suite.Able to perform complex operations in Microsoft ExcelDevelop an expertise in NetSuite (Imagine Learnings CRM tool)Develop an expertise with ZenDeskUnderstand the use of various remote access technologies, including RDP, Bomgar, GotoAssist, and others.Develop an expertise relating to the Imagine Learning suite of software.QualificationsEducation/Certification and ExperienceBachelors degree or five years of work experience in a technical role.Experience troubleshooting wireless networksExperience with various computer operating systems (MacOS, Windows, Linux, IOS, etc.)CompTIA A+ certification (or greater) is requiredCompTIA Network+ (or greater) is a bonusLinux experience is a plusRequired KnowledgeUnderstanding of hardware configuration and setupGeneral networking knowledge (LAN, WAN, switches, routers, Firewalls, Filters, proxies, etc.)Skills/AbilitiesExcellent written and oral communication skills that are courteous and clearDetail oriented in documenting communication and steps taken for implementations, upgrades, and escalationsAbility to work with customers in adverse or challenging circumstancesFor Candidates in the European Union: As part of any recruitment process, Imagine Learning collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. For a copy of our Job Applicant Privacy Notice, please contact .Powered by JazzHR7WNk1QJLwG
Associated topics: equipment, maintain, maintenance, network, satcom, server, system engineer, system specialist, system technician, technician