MasterControl
  • 09-Dec-2016 to 07-Feb-2017 (MST)
  • Technical Support
  • Bundoora, VIC, AUS
  • Full Time

MasterControl is an international software solutions company which provides software tools to regulated organizations to help those organizations comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies, all of which must conform to FDA regulations. We also serve those general manufacturing companies seeking ISO certification. MasterControl's software helps companies get their products to market faster, while reducing overall costs and increasing internal efficiency. (www.MasterControl.com & @CareersMC)

The Technical Support Engineer will act as a lead in individually assigned areas and will take ownership for customer issues using all legitimate resources available to solve problems in a technical/customer support capacity.Internal customer support and product testing may also be required. Uses professional concepts and company policies and procedures to solve a variety of problems. Works on problems of limited scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work, detailed instructions on new assignments. Contributes to the knowledge of the Technical Support department by writing Knowledge Base articles.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Supporting the company's software products for customers
  • Handling daily issues and questions from customers via incoming calls, emails, etc.
  • Assisting associates with technical issues related to company product (IS function)
  • Testing of company software products
  • Drafting Knowledge Base articles
  • Submitting timesheet and statistical information as requested
  • Manage Technical Support training initiatives and support tools as assigned
  • Generate statistical reporting and provide strategic recommendations as required
  • Contribute to the development of SOP's and Work Instructions for Technical Support
  • Follow policy and procedure for proposing and submitting expenditures
  • Other duties as requested

ADDITIONAL DUTIES AS ASSIGNED:

  • Writing Technical Documentation
  • Providing Installation support
  • Gathering and submitting weekly statistical data
  • Acting as liaison to and in concert with the company's contracted Network Administrator
  • Following company policy for expense reporting
  • Provide support for implementations
  • Provide support for Product Demostrations, including the building of specific Demonstrations
  • Complete installations

PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • Ability to operate a computer and work at a desk for extended periods of time
  • Ability to communicate effectively in writing, in person, over the telephone and in e-mail
  • Ability to crawl under desks and carry computer equipment, monitors, etc (up to 50 lbs.).
  • Ability to assemble and disassemble computer hardware
  • Some travel required

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Excelent problem solving and analytical thinking in a technical environment
  • Excelent time and task management
  • Ability to be punctual and reliable for appointments and effectively meet deadlines
  • Conceptual knowledge of the Company's product in a manufacturing environment
  • Ability to write correct and instructive Knowledge Base articles about technical issues
  • Self awareness and self management
  • Expert in MS Server, MS Office, Active Directory,  SQL Server
  • Experience with HTML and Javascript
  • Experience with Virtual Environments
  • Experience with Railo, Apache Tomcat, or similar technologies
  • Conceptual knowledge of the Company's product in a manufacturing environment
  • Technical training or experience in Windows, Network Administration, Database Administration
  • Technical support experience in the technology, life sciences or manufacturing industries preferred
  • Ability to plan, organize, and prioritize effectively in order to meet deadlines
  • Native or Fluent Japanese speaker highly regarded

EDUCATION AND TRAINING:

  • Bachelor's degree in Information Systems or a related degree or equivalent experience
  • MCSE, A+, or equivalent experience
  • Extensive customer service experience or training
  • ITIL Certification preferred
  • HDI Support Center Manager Certification preferred
  • HDI KCS Fundamentals Certification preferred
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