Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/12/2016
Job Category:
Information Services
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Tech Support Enginer
Houghton Mifflin Harcourt | Saint Louis, Missouri
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Job Description

The Technical Services group within HMH provides technical services focused on growing our presence and relevance with our technical customers. The Technical Services Engineer develops long-term customer technical relationships and demonstrates expertise in multiple technical areas of value to our clients. These include

 

1) HMH systems design, configuration, and integration,

2) HMH and customer data conversion, management, and analytics, and

3) assimilation of HMH products into the customer technical environment.

 

Technical Services will deliver broad-based technology-related services to K-12 and related educational institutions and ensure that these services meet our customers' needs and reflect a coordinated product and services solutions offering to these customers. The Technical Services Engineer works on a diverse set of projects and delivers high quality services to our clients in a profitable, efficient, and effective manner.

 

SOLUTION DEVELOPMENT AND IMPLEMENTATION


• Understands common customer technical requirements and develops a plan to achieve success.
• Demonstrates knowledge of HMH technical solutions with specific focus on implementation, rostering, and technical   troubleshooting in large customer implementations.
• Facilitates customer technical implementations through planning, preparation, launch, and operational phases for      assigned customers under management or mentor direction.
•Works on all phases of the technical solution lifecycle, including pre-sale evaluation of customer hardware and network environments, identification and manipulation of customer data sets, remote and onsite installation of HMH software components, remote and onsite troubleshooting of HMH products, and reporting and follow through of escalated issues.
• Participates in various service operation processes that include incident management, configuration management,  change management, release management, and applications support.
• Delivers effective targeted services to implementation stakeholders including requirements definition, business and process analysis, systems integration, and environmental analysis and application.

 

TEAM PARTICIPATION, COMMUNICATION & COLLABORATION
• Works on customer technical implementations, either independently or as part of a team, as assigned.
•Reports all project-related issues to leadership as defined for each specific project, including roadblocks and technical issues.
• Collaborates and develops relationships with personnel from other HMH business units (e.g., Technology Group, Global Supply Chain) to ensure successful customer technical implementations.
• Consistently applies implementation methodologies and standards used by the Education Services organization.
• Often contributes to development of best practices to support business goals and initiatives

 

 

EDUCATION & EXPERIENCE REQUIREMENTS
REQUIRED
Bachelor's degree or Associates degree with equivalent work experience
• 2+ years experience with systems technical implementations or integration of packaged application software

PREFERRED

• Familiar with HMH products and processes
• Experience delivering technology solutions for large management consulting, systems integration, technology or education companies.
• Experience working in a client billable environment.
 

 JOB REQUIREMENTS/SKILLS NEEDED

 • Experience with data manipulation and secure transfer of SQL and MySQL database information. Able to work with data in a variety of formats to meet customer rostering, SSO, and data retention needs.
• Familiarity with wired and wireless network environment design and deployment models including network routing, bandwidth constrictions, content filters, firewalls, and proxies.
• Familiar with multiple end-user devices, including configuration best practices, for Mac, PC, Linux, iOS, Android, and Chrome OS devices.
• Proficient with network analysis and debugging tools, including but not limited to Wireshark, Fiddler, and Charles Proxy.
• Proficient in the use of remote access software, while meeting the security needs of the customer.
• Fully competent and productive professional contributor, able to work independently or collaboratively within a team on moderately complex projects/assignments.
• Able to understand customer and business technology requirements, and apply solutions to meet project and customer needs.
• Desire to acquire and further develop new skills as technology evolves.
• Strong communication skills. 
• Organized and able to work on multiple projects simultaneously. 
• Able to work productively under tight deadlines, dynamic priorities, and flexible schedules.
• Proficient in the use of office productivity applications including Outlook, Word, Excel, SharePoint.
• Able to understand, use and apply other software applications as needed.
• Able to travel up to 60%. Preferably lives in a major city allowing for reasonable travel times via commercial airline.

 Physical Requirements:
• Might be in a stationary position for a considerable time (sitting and/or standing).
• The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

About Houghton Mifflin Harcourt

HMH is an organization rooted in purpose and strengthened by passion. Our values drive our decisions, shape our strategies and shine through in everything we do: Curiosity: We value enabling and promoting the curiosity of others, resulting in remarkable discoveries and new ideas. Commitment: We must always mean what we say and deliver on our commitments to each other and our customers. Effectiveness and Reliability: Our content and our solutions must be more than just innovative - they must be effective and reliable. Learning: We are passionate learners. We are driven by the promise of understanding new ideas. We are committed to improving teaching and learning around the world. Performance: We are driven to overcome obstacles and succeed. We recognize our role in ensuring the success of others, and we are committed to achieving our goals. Best in Class: We are committed to providing our partners, our customers and our communities with services and solutions representing the best our industry can offer.

This company profile was created by AfterCollege and is about Houghton Mifflin Harcourt. This page is not endorsed by or affiliated with Houghton Mifflin Harcourt. For questions regarding company profiles, please email: care@aftercollege.com.