Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
6/13/2019
Job Category:
Information Services
Technical Systems Engineer
(This job is no longer available)
Reasoning Mind | Provo, UT
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Job Description

The Technical Systems Engineer (TSE) works primarily with product implementation, rostering and customer escalations. This includes focus on Student Information System integration, single sign-on integration, network troubleshooting, and various device troubleshooting. This may also include on-site investigation to solution when appropriate.

Main Functions:

* Take ownership of assigned region and responsibilities.
* Pre-sales validation of system requirements relating to customer infrastructure
* Post-sales installation and implementation of our software on customer systems.
* Troubleshoot escalated issues at customer sites to discover root cause and solutions.
* Complete product implementations and upgrades in assigned area in a timely manner.
* Represent the customer voice in product enhancement, feedback, and necessary bug fixes
* Maintain trust and respect while doing the right thing instead of the easy thing for customers.
* Maintain professional care for customers.
* Build relationships with all co-workers by being reliable, knowledgeable, and personable.
* Attend meetings and trainings and perform other duties as reasonably requested by management.
* Assist other TSEs in other regions when help is needed.
* Present a professional image (You are the face of Imagine Learning to the customer)
* Regular and consistent attendance (Seasonal overtime as reasonably required).
* This is a "buck stops here" position. Must be able to take ownership of issues and follow through until satisfactory resolution

Processes:

* Documents all customer interaction in appropriate business tool (NetSuite, Jira, ZenDesk, etc.)
* Works collaboratively within the team and with other departments to successfully drive customer success.
* Effectively communicate with customers and internal departments via email, phone, and other methods.

People:

* Nurture relationships within the team as well as with Area Partnership Managers, Customer Success Managers, Customer Experience Specialists, Customer Support, Data Integration, and Product Management in order to foster a trusting and productive relationship.
* Engage, when appropriate, internal and external stakeholders
* Performs other duties and attends meetings as may be reasonably assigned by management
* Maintains regular and consistent attendance

Systems:

* Understand the basic workings of the standard Microsoft Office Suite.
* Able to perform complex operations in Microsoft Excel
* Develop an expertise in NetSuite (Imagine Learnings CRM tool)
* Develop an expertise with ZenDesk
* Understand the use of various remote access technologies, including RDP, Bomgar, GotoAssist, and others.
* Develop an expertise relating to the Imagine Learning suite of software.

Qualifications

* Education/Certification and Experience
* Bachelor's degree or five years of work experience in a technical role.
* Experience troubleshooting wireless networks
* Experience with various computer operating systems (MacOS, Windows, Linux, IOS, etc.)
* CompTIA A+ certification (or greater) is required
* CompTIA Network+ (or greater) is a bonus
* Linux experience is a plus

Required Knowledge

* Understanding of hardware configuration and setup
* General networking knowledge (LAN, WAN, switches, routers, Firewalls, Filters, proxies, etc.)

Skills/Abilities

* Excellent written and oral communication skills that are courteous and clear
* Detail oriented in documenting communication and steps taken for implementations, upgrades, and escalations
* Ability to work with customers in adverse or challenging circumstances

For Candidates in the European Union: As part of any recruitment process, Imagine Learning collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. For a copy of our Job Applicant Privacy Notice, please contact info@imaginelearning.com.

About Reasoning Mind

Reasoning Mind is a non-profit company whose goal is the improvement of K-12 education in the United States. As a means to this end we develop highly innovative web-based learning environments. Founded in 2000, Reasoning Mind has since implemented a successful pilot project and is now carrying out development activities in preparation for the next project. The Reasoning Mind team is a group of dedicated individuals - managers, programmers, tutors, teachers, philanthropists, parents - striving to solve the educational crisis for the benefit of the children of the nation. Reasoning Mind believes that through a joint effort of teachers, parents, legislators and philanthropic foundations, the dream of a better educational system can become a reality.