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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Stoneham, Massachusetts, United States
Type: Permanent P/T
Closing Date: 2008-03-31
Position Summary
Provide a worldwide Support for all NCipher products. Ensuring that any support
queries coming from internal or external customer are dealt within timely
manner and recorded in our database and within SLA. Perform product tests.
Perform product research and documentation. Monitor, maintain and continuously
develop the Tech support database. Follow up unresolved, pending and escalated
technical calls
Essential/Key Areas of Responsibility
• Support customers with product set up, configuration, use and
troubleshooting on all nCipher products.
• Perform and document product compatibility tests
• Perform Product research and documentation including product testing of
future/potential nCipher products
• Participation in 24//7 support rotation for Platinum customers
• Ensure self and other technical support engineers are following the
technical support log guidelines
• Monitor and maintain support data base
Qualifications:
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
Education and Experience Required
• Proven application of problem management & troubleshooting
methodologies.
• Demonstrated customer liaison, interaction and communication skills.
• Established track record of management to “SMART” goals and
objectives.
• Excellent written and verbal communication skills.
• Must be a team leader and player, with strong self-initiative and drive
Technical Skills and Proficiency
• Demonstrated knowledge of Linux, Solaris, and Windows, Outlook,
PowerPoint, Word, Excel
• Functional use of Java, PKCS and Open SSL, SQL and Databases
• Able to configure Web Servers (Apache, IIS) and Certificate Authorities
(MS CA,RSACM etc..).
• Able to write code during special products
• Ability to learn and utilize support tools.
Professional attributes
• Project management skills
• Effective communicator
• Successful adapting to change
• Attention to detail (both oral and written)
• Administrative organization (record keeping, reports)
• Demonstrates professionalism
• Effective time & prioritization management
Skill set, experience, and behaviors
• Minimum of two years management within a technical customer
support/helpdesk environment
• Strong project management skills
• Strong communication skills, well organized, and flexible
• BS/BA Degree, or equivalent experience
Physical Demands:
• Ability to hear, understand and respond appropriately to verbal
requests made in person and over the telephone.
• Visual ability correctable to 20/20.
• Sitting sixty percent of the day.
• Ability to respond verbally in an understandable, professional manner
in person, online and over the telephone.
• Manual dexterity to input data into the computer.
• Ability to stoop and bend.
Qualifications:
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
Work Environment:
The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
• Able to work a flexible schedule.
• Versatile and handles stress well.
• Moderate noise level.
Disclaimer
This job description is not meant to be an all-inclusive statement of every
duty and responsibility of the jobholder. Certain features of this job are
described in the above headings, but are not necessarily limited to the above
written statements. All positions within nCipher may include other duties as
assigned.
Please submit your resume or CV along with Salary requiremetns. No phone calls
please. www.ncipher.com
JOB REQUIREMENTS
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CONTACT
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Submit resumes to nCipher Attn: Human Resources
Fax: 781-933-1136
Email: cconley@ncipher.com
nCipher
Casie Conely
HR Manager
cconley@ncipher.com
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SECURITYFOCUS JOBS
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