http://www.landesk.com/about/career-listings.aspx
Position: Product Support Engineer
Location: South Jordan, UT
Job Id: NA0727113
# of Openings: 1
Company Summary: We work in partnership with our customers to reduce IT complexity, protect and manage assets and enable IT organizations to provide a high level of service to their business. Our employees and partners strive to be the most proactive in the industry as we implement our customer focus strategy. That customer focus strategy is driven by the following core values: innovation, accountability, teamwork and trust. Thousands of customers worldwide actively use our proven solutions for systems lifecycle management, endpoint security management, and IT service management. LANDesk products are built upon our open Management Automation Platform, and research firms like Gartner and Forrester consistently rank LANDesk as an industry leader.
Position Summary: The Product Support Engineer (PSE) will assist in leading the technical responsibilities of the support team and be responsible to consistently communicate the big picture of business implications to others. They will understand and act on the particular constraints and challenges faced by LANDesk customers by providing consistent feedback to the support/services organization, the engineering organization and the product management group. The position will manage complex and highly political escalations to resolution. As a PSE, they will offer effective, informed advice on future deployments and be proactive in establishing and meeting the long-term needs of the customer. The PSE will also lead on-site assignments and deliver end-to-end solutions across multiple product components. They will follow up regularly and communicate with all stakeholders to ensure successful action plans are implemented. The PSE will successfully handle customer escalations that come to them from different escalation points in the company.
RESPONSIBLITIES/DUTIES
• Assists the support organization by facilitating resolution to customer issues and acting as the LANDesk technical expert
• Understands how the LANDesk Product is affected by environmental factors such as server performance, network topography, or 3rd party applications and influences customers to make major environmental changes to improve performance
• Researches upcoming releases that could impact the LANDesk product functionality and proactively identifies needs to be able to support these releases
• Influences the future direction of the product through providing distinct data on customer experience
• Influences engineering to make significant changes to product design to improve performance, stability and/or supportability
• Works with engineering to identify and implement utilities to help diagnose customer issues
• Assist other Technical Support Engineers with difficult and complex issues
• Creates and provides training on any LANDesk topic stability and/or supportability
• Proactively identifies areas of organizational knowledge gaps and facilitates or generates training to improve organizational results.
• Actively tracks and provides analysis around component issues that create customer issues
• May perform other job duties as directed by Employee's Leaders
QUALIFICATIONS:
Required Skills and Experience:
• Possesses 2 plus years’ experience working on LANDesk products
• Excellent interpersonal and communications skills. Able to converse with highly technical engineering groups and also able communicate issues at the appropriate level for less technical audiences.
• Excellent time management, decision making and organization skills
• Strong technical troubleshooting skills
• Strong knowledge of networking
• Strong knowledge of Microsoft Windows server and client OS administration
• Experience with Mac, SQL/Oracle, programming and Linux/UNIX
• Ability to solve complex issues and manage critical customers/situations
• Strong **** and written communication skills
• Must be able to work well with others as part of a team
Preferred Qualifications:
• Certified LANDesk Administrator/Engineer (CLA/CLE)
• Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
• Cisco network associate certification (CCNA)
• Oracle Database Administrator - Certified Associate (OCA)
• VMware Certified Professional (VCP)
Education/ Licensing/Certification:
• 4 year BS/BA degree or equivalent experience
Relocation is not available
