Systems Engineer jobs in Reading, PA

FUNCTIONAL RESPONSIBILITY AND TASKS

Operational Responsibilities

• Provide 2^nd tier support through desk-side, remote, and local office support services

• Watch for repeat tickets to find trending issues.

• Work directly with Technical Account Manager on their customer’s escalated issues.

• Create new knowledge base articles to increase the rate of first line resolution

• Follow documented processes for incident management and request fulfilment

• Provide guidance and direction for escalated service issues

• Demonstrates dedication to customer service and able to quickly assess risks

• Analyze and document software requirements

Leadership and People Responsibilities

• Work with other colleagues within OMEGASYSTEMS teams to deliver an effective Customer support service offering

• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution

• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of OMEGASYSTEMS Customer support teams both externally and internally

Position Type / Expected Hours of Work

• This is a full-time position, and hours of work are typically Monday thru Friday from 8AM to 5PM.

Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

TECHNICAL RESPONSIBILITY AND TASKS 

• Provide timely, resolution to technical support issues while following company standards

• Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner

• Identify and resolve incidents within agreed SLAs, policies and procedures

• Develop new support documentation of solutions that are used by Customer support services

• Monitor incident trends and identify recurring incidents for resolution

• Ensure that all relevant incidents are linked to an appropriate problem

• Document and Test new solutions for OMEGASYSTEMS to use and implement in customer environments for problem resolution.

• Perform root cause analysis as needed for problems; working closely with other OMEGASYSTEMS support teams

• Install and maintain desktop hardware and software, provide PC hardware troubleshooting/repair

• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs

• Analyze desktop usage and computer peripherals

• Analyze, troubleshoot, correct, and document defects in existing software systems

• Responsible for installation, testing, troubleshooting and repair of workstations

• Responsible for installation and configuration of workstation software

• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring

• Provide accurate estimates for and track data on time spent adding new features and fixing defects

• Ensure technical documentation is created and tested