Tier 2 Support Engineer

Location: Gaitherburg, MD
Date Posted: 09-10-2018
Tier 2 Support Engineer 
We are searching for a smart, hardworking and efficient Tier 2 Support Engineer to join our FOIA Help Desk Team at our corporate headquarters in Gaithersburg, MD.  We have been a very successful software product company for 30 years and experiencing rapid growth.  We are looking for forward thinkers and critical players who can help us continue our growth. 
  • Work in a team environment to support AINS software customers and end-users Organize tickets according to priority (software training will be provided)
  • Provide Tier-2 service support for AINS COTS products including FOIAXpress, RedactXpress and, ScanXpress
  • Escalate Tier-2 issues to Tier-3 as required
  • Answer phone and email requests for help
  • Provide “How To” technical assistance as needed
  • Provide basic technical assistance as needed
  • Troubleshoots, gathers (replicates) and analyzes information about the user’s issue and determines the best way to resolve their problem
  • Provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
  • Use Help Desk application (Salesforce) to open, track and close trouble tickets
  • Describe in appropriate detail the call ticket issue and resolution so other Help Desk staff can assume responsibility for the ticket and for future trouble-shooting analysis
  • Assist with software testing as required
  • Provide installation and configuration support to AINS HQ QA Test installations
  • Provide after-hour support on a rotating basis as required
  • Excellent communication skills (especially via phone & email)
  • Experience with Windows
  • Experience with Microsoft Office 2003, 2007, 2010, 2013
  • Experience with IIS 4.5 and above
  • SQL Server
  • Ability to multi-task
  • Ability to work under high pressure situations
  • Knowledge of relational databases
  • Experience with Help Desk software
  • Experience in supporting off-the-shelf commercial software applications
  • US Citizen with the ability to obtain a DoD Secret Clearance
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