Technical System Specialist

The Technical Systems Specialist is responsible for diagnosing, debugging, repairing, installing, configuring complex computer systems, operating systems, technical applications, complex software, integrated peripherals, networks and/or other complex electro/mechanical hardware. The Analyst will be responsible for providing technical support to customers, fellow product support staff, field engineers, and technicians.

What you will be doing:

• Confers with customers via web portal and email to diagnose technical and/or system problems and troubleshoot, repair and test solutions.
• Interact with customers in performing testing, support and troubleshooting technical functions remotely.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Provides expertise regarding installation, troubleshooting and performance tuning of Epicor products, 3rd Party software & component integration, operating systems, complex technical software applications that tightly integrate with the main ERP software system.
• Provides excellent customer management including excellent communication. responsive follow through and advocacy for customer issues.
• Report design problems or bugs to the appropriate team.
• Follows procedures to troubleshoot known issues.
• Assists in mentoring other team members.
• Contributes to and uses the department's knowledge base articles and FAQ's.

What you will likely bring:

• Strong technical skills with a strong desire to dig in and learn.
• Ability to effectively communicate well both verbally and in writing with customers in English
• Good customer experience skills
• Strong problem solving and troubleshooting skills
• Strong PC skills (including email communication, Windows PC navigation, configuration, settings, and ability to research via the web)
• Requires multitasking, good organization skills to produce quality work and manage all day-to-day activities in call tracking system.
• Experience in two or more of the following areas: Windows Server 2012 and later, System Administration or networking, SQL database management and/or Oracle database management
• Requires working on problems of moderate scope, where analysis of situation requires a review of identifiable factors.
• Must be able to exercise judgment within defined procedures to determine appropriate action.