"Job Title: ""Technical Support Engineer""Job Location: ""KL, Malaysia""Job Description:The Technical Support Engineer is responsible for providing business critical technical support topartners, highly-skilled customers, IT and functional staff, including Database Administrators, SystemAdministrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. Inaddition, the position requires frequent interaction with Product Development and Consulting Services, todeliver complete, comprehensive solutions and constant software and process improvement. In the roleof Technical Support Engineer you will be providing Web and/or telephone based support for Kofaxproducts.Key Responsibilities:ï‚· Take ownership of customer issues and see problems through to resolution and provide enterprise leveltechnical 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 applicationuse, 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 withinKofax, such as product management, software engineering, sales, and quality assurance.ï‚· Mentor and provided advice to Associate Technical Support Engineers and other Technical SupportEngineers as needed.ï‚· Take issues elevated from Associate Technical Support Engineers as needed and directed bymanagement.ï‚· Elevate customer issues to senior support engineers as needed, providing detail description of problemsalong 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 othertechnical documents.ï‚· Prepare test systems for replication of user issues.ï‚· Assist Consultants with implementations and project workï‚· Assist with documentation reviews and quality assurance testing as neededï‚· Work as part of a highly-skilled, motivated and cooperative team, with both shared responsibilities anddirect ownership of issuesRequired Experience:ï‚· Deg in IT/Software Engineering/Computer Science or relevantï‚· Min 5-10 years of Software Technical support experiencesï‚· Excellent communication skill and strong fluency in spoken Englishï‚· Experiences in Document Content Management softwareï‚· Good understanding of business processes and workflowsï‚· Familiar with Windows Diagnostics tools, such as Process Monitor and Event Viewerï‚· Able to work within different timezone or on a shift work patternRequired Skills and Knowledge:ï‚· RDBMS architectureï‚· Oracle database orï‚· MS SQL Serverï‚· 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 (OracleFinancials, SAP)ï‚· Application Servers (WebLogic)ï‚· IIS Internet Information Services
- configuration and troubleshootingï‚· Web / HTML developmentï‚· Familiar with Windows diagnostic tools, such as Process Monitor and Event Viewerï‚· Expertise in trouble shooting enterprise environmentDesired Skills and Knowledge:ï‚· Experience in Financial Processes (Accounts Payable, Accounts Receivable, General Ledger, etc)ï‚· Oracle or Microsoft SQL Server DBAï‚· Java '“ including Java Developer Toolkit (JDK), Java Runtime Engine (JRE) and J2EE compliant applicationsï‚· Microsoft Windows System Engineerï‚· Experience with Document Content Management softwareï‚· Microsoft.NET Development Skillsï‚· Knowledge of business processes, workflows (Invoice Processing)Powered by JazzHR"
