Support Engineer

General Description The qualified candidate will provide in-office technical support via phone, email, and remote support software. The Company values in-person collaboration, immediate responsiveness, and team engagement; therefore, this position is expected to work primarily from the office. Responsibilities Provide support and technical assistance to ImageSource internal and external customers. Review customer support requests, contact customers to clarify requests, and ensure that all necessary information is obtained. Document, research, track and resolve customer issues in a timely manner. Develop technical solutions related to software and setup errors. This includes the creation of or assistance with the creation of a resolution or workaround procedures. Monitor customer tickets and escalate urgent problems as appropriate. Continually communicate progress to customers and maintain favorable client relationships. Maintain a working knowledge of all ImageSource-supported products and technologies. Work with Product Development on issues, enhancements, and testing of product related items. Qualifications Bachelors/Associates Degree in a related technology or computer engineering field preferred. Prior success as a support technician preferred. Knowledge of databases such as SQL Server. Technical depth in one or more computer engineering disciplines. Ability to resolve challenging problems in a timely, efficient, and effective manner. Excellent communication and interpersonal skills.

Certifications a plus:

AIIM Certified Information Professional (CIP), Microsoft Certifications Commonly supported technologies Microsoft Client and Server Operating Systems, Microsoft Office, Microsoft SQL, Internet Information Services (IIS), .NET Programming, Microsoft Azure, ILINX Software Suite, Kofax Capture, OpenText AppXtender, Oracle IPM/WebCenter Mandatory Training & Certifications ImageSource computer-based training (CBT) within 7 days of hire: 1) Expense Report Training and 2) Leave Request Training Support Department computer-based training (CBT) within 7 days of hire: 1) Support Department Training Guide; 2) Support Requests Best Practices; 3) Troubleshooting Guidelines; and 4) Communication Essentials Informal certification with ILINX Capture, ILINX Content Store, ILINX eForms, ILINX Import and ILINX Export within 30 days of hire Other Duties This job description is not designed to cover or contain a comprehensive listing of responsibilities, tasks or duties required by the employee. Responsibilities, tasks, and duties may change, or new ones may be assigned at any time with or without notice. ImageSource Values Demonstrate consistently high standards of character and live the ImageSource values of excellence, service, respect, honesty, optimism, and leadership. Sending a letter of interest with your resume is strongly advised. We are unable to sponsor new U.S. work visas at this time. ImageSource, Inc. participates in E-Verify to confirm work authorization. We thank all applicants for applying, however, only those selected to interview will be contacted. ImageSource, Inc. is an Equal Opportunity / Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity /

Sexual Orientation Our Company Our Mission:

To make life better by making work easier. We provide digital transformation, enterprise content management and business process management solutions through consulting, strategic analysis and rapid deployment of improved workflows. Our solutions help leverage current investments in technology and existing infrastructure. We facilitate smooth interoperability with line of business applications. Our professional services group offers unmatched expertise and a proven track record of improving business processes for companies and government agencies world-wide. ImageSource, Inc. is the manufacturer of ILINX software and a recognized leader in consulting, strategic analysis and rapid application deployment of Enterprise Content Management (ECM) solutions. Utilizing expert teams and a broad portfolio of world leading ECM technology, we improve critical business processes that leverage the management of data, documents and integration with legacy software systems.

Pay:

$60,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person