MasterControl
  • 09-Aug-2017 to 08-Oct-2017 (MST)
  • Technical Support (UK)
  • Basingstoke, HANTS, GBR
  • Full Time

 

Location: Basingstoke, Hampshire

MasterControl (www.MasterControl.com) is an international software solutions company that enables regulated companies to get their products to market faster, while reducing overall costs and increasing internal efficiency.  MasterControl solutions are easy to use, easy to deploy, easy to validate, and easy to maintain.  Our customers include medical device, pharmaceutical, and food companies that must conform to strict regulations, as well as general manufacturing companies that require a high level of quality compliance. 

JOB SUMMARY:

The Technical Support Engineer II is responsible for MasterControl product Technical Support as well as internal Quality Assurance with some IS support and network responsibilities. The Technical Support Specialist 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

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

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

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
    • Extensive customer service experience and/or training
    • Proficient with MS SQL and Oracle database backup and restore
    • Microsoft Server experience
    • Experience troubleshooting Active Directory

EDUCATION AND TRAINING:

ASCIS degree, or equivalent experience, which is work experience with Windows based computer systems, MCSE, A+, MS Office, SQL and Oracle databases

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