Technical Support Engineer

Technical Support Engineer


Technical Support Engineer

Details of the offer

Job Title: "Technical Support Engineer"

Job Location: "KL, Malaysia"

Job Description:

The Technical Support Engineer is responsible for providing business critical technical support to
partners, highly-skilled customers, IT and functional staff, including Database Administrators, System
Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In
addition, the position requires frequent interaction with Product Development and Consulting Services, to
deliver complete, comprehensive solutions and constant software and process improvement. In the role
of Technical Support Engineer you will be providing Web and/or telephone based support for Kofax

Key Responsibilities:
ï‚· Take ownership of customer issues and see problems through to resolution and provide enterprise level
technical support to our customers via phone, web, and email and other support channels as required.
ï‚· Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application
use, design and configuration.
ï‚· Provide prompt and accurate feedback to customers.
ï‚· Effectively communicate complex technical issues to a broad range of customers and departments within
Kofax, such as product management, software engineering, sales, and quality assurance.
ï‚· Mentor and provided advice to Associate Technical Support Engineers and other Technical Support
Engineers as needed.
ï‚· Take issues elevated from Associate Technical Support Engineers as needed and directed by
ï‚· Elevate customer issues to senior support engineers as needed, providing detail description of problems
along with steps taken to analyze the problem.
ï‚· Use approved protocol to communicate with Development engineers on the analysis of software issues.
ï‚· Elevate hot fix requests to support managers for processing based on approved protocol.
ï‚· Participate in regular support team meetings.
ï‚· Contribute to the body of knowledge by creating and maintaining knowledge base articles and other
technical documents.
ï‚· Prepare test systems for replication of user issues.
ï‚· Assist Consultants with implementations and project work
ï‚· Assist with documentation reviews and quality assurance testing as needed
ï‚· Work as part of a highly-skilled, motivated and cooperative team, with both shared responsibilities and
direct ownership of issues

Required Experience:
ï‚· Deg in IT/Software Engineering/Computer Science or relevant
ï‚· Min 5-10 years of Software Technical support experiences
ï‚· Excellent communication skill and strong fluency in spoken English
ï‚· Experiences in Document Content Management software
ï‚· Good understanding of business processes and workflows
ï‚· Familiar with Windows Diagnostics tools, such as Process Monitor and Event Viewer
ï‚· Able to work within different timezone or on a shift work pattern

Required Skills and Knowledge:
ï‚· RDBMS architecture
ï‚· Oracle database or
ï‚· MS SQL Server
ï‚· Database access tools and languages (SQL, PL/SQL, PLSQL Developer, TOAD)
ï‚· ERP Solutions and Financial Applications such as Oracle, SAP)

ï‚· including Enterprise software architecture, design and development, and customization (Oracle
Financials, SAP)
ï‚· Application Servers (WebLogic)
ï‚· IIS Internet Information Services - configuration and troubleshooting
ï‚· Web / HTML development
ï‚· Familiar with Windows diagnostic tools, such as Process Monitor and Event Viewer
ï‚· Expertise in trouble shooting enterprise environment
Desired Skills and Knowledge:
ï‚· Experience in Financial Processes (Accounts Payable, Accounts Receivable, General Ledger, etc)
ï‚· Oracle or Microsoft SQL Server DBA
ï‚· Java '“ including Java Developer Toolkit (JDK), Java Runtime Engine (JRE) and J2EE compliant applications
ï‚· Microsoft Windows System Engineer
ï‚· Experience with Document Content Management software
ï‚· Microsoft .NET Development Skills
ï‚· Knowledge of business processes, workflows (Invoice Processing)

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