Advanced Technical Service Associate

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Resolves customer concerns raised during installation operation maintenance or product application or compatibility matters
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
• Documents customer information and recurring technical issues to support product quality programs and product development
• Provides technical support to field engineers technicians engineering and product support personnel who are diagnosing troubleshooting repairing and debugging complex electro/mechanical equipment computer systems complex software or networked and/or wireless systems
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Reports design reliability and maintenance problems or bugs to design engineering/software engineering
• May be involved in customer installation and training
• Provides support to customer/users where the product is highly technical or sophisticated in nature
• The position job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature such as with systems level software where the user has a technical background
• Provides technical service management and technical support for customer programs
• Assures all repairs are in accordance with company policy and procedure and customer quality requirements

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Builds productive internal/external working relationships
• Normally receives general instructions on routine work detailed instructions on new projects or assignments
• Developing professional expertise applies company policies and procedures to resolve a variety of issues
• Proficient and able to perform all responsibilities associated with the position
• Sec or other IAII certification required at time of hire
• Network/ IT systems management
• SQL server
• Software administration
• Troubleshooting in a windows environment
• Experience with failure and root cause analysis reporting
• Direct customer service and/or direct customer interaction experience is a plus
• Knowledge of CA Spectrum One Click software suite.
• Experience with Oracle CRM
• Microsoft Terminal Server
• HBSS
• Anti-Virus
• network monitoring tools
• Asset management software
• Microsoft Windows Active Directory tools a big plus
• Support of DoD or DHS systems is desire

GeoLogics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce. EOE/Disability/Veteran

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Resolves customer concerns raised during installation operation maintenance or product application or compatibility matters
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
• Documents customer information and recurring technical issues to support product quality programs and product development
• Provides technical support to field engineers technicians engineering and product support personnel who are diagnosing troubleshooting repairing and debugging complex electro/mechanical equipment computer systems complex software or networked and/or wireless systems
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Reports design reliability and maintenance problems or bugs to design engineering/software engineering
• May be involved in customer installation and training
• Provides support to customer/users where the product is highly technical or sophisticated in nature
• The position job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature such as with systems level software where the user has a technical background
• Provides technical service management and technical support for customer programs
• Assures all repairs are in accordance with company policy and procedure and customer quality requirements

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Builds productive internal/external working relationships
• Normally receives general instructions on routine work detailed instructions on new projects or assignments
• Developing professional expertise applies company policies and procedures to resolve a variety of issues
• Proficient and able to perform all responsibilities associated with the position
• Sec or other IAII certification required at time of hire
• Network/ IT systems management
• SQL server
• Software administration
• Troubleshooting in a windows environment
• Experience with failure and root cause analysis reporting
• Direct customer service and/or direct customer interaction experience is a plus
• Knowledge of CA Spectrum One Click software suite.
• Experience with Oracle CRM
• Microsoft Terminal Server
• HBSS
• Anti-Virus
• network monitoring tools
• Asset management software
• Microsoft Windows Active Directory tools a big plus
• Support of DoD or DHS systems is desire