Job Description

eProductivity Software (ePS)?is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity\xe2\x80\x99s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive. Position Overview The IT Support Engineer Will Provide professional application technical support & consultation to clients.

The position requires a knowledge of the Windows Operating system, old and new, with a primary focus on the installation and peripheral connectivity needed for CAD/CAM software in an office/manufacturing environment. You\xe2\x80\x99ll be responsible for maintaining the systems that allow organizations to function and communicate, both internally and externally, on a daily basis. Take ownership of customer support issues and push them to resolution Provide guidance and training for support staff of all levels; executeescalation procedures when applicable, as defined by management. We are growing up fast and are looking for people who want to develop with us.

We believe in a high intelligence, no ego work environment and foster collaboration as a team. Primary Responsibilities: ?Provide tier 1 & 2 support: act as initial escalation point for Installation & Device Management Support for staff and the customer ?Responsible for analyzing and responding to support tickets in adherence with SLA. ?Act as a liaison with management to inform of progress, request information, manage expectations and close out issues. ?Continually monitor and update all assigned cases in support ticket system with timeliness,accuracy, and relevant information and using appropriate customer-facing communication asjudged by management.

?Work collaboratively with customers and technical groups for connectivity to various devices/interfaces/applications. ?Maintain and assist in managing test environments for problem replication. ?Lead installation, implementation and client coordination of testing fixes provided byDevelopment for Production related issues; document work following change controlProtocol. ?Maintain and expand product knowledge/expertise by learning, as necessary Qualifications/Experience: ?Experience with support of technical services and ability to quickly learn thetechnical aspects needed to support the products - Must ?Prior experience in supporting customers of CAD/CAM software applications - Must ?Expertise in one or more specialized areas of IT such as Microsoft Operating System Administration (Workstation: XP-10 & Server: 2003-2012 ), Advanced Troubleshooting skills in a multi-user environment, Understanding of networking concepts such as DNS, DHCP, Email, HTTP, and TCP/IP protocols and applications, and Device connectivity using multiple protocols (Serial RS-232,USB,Ethernet) along with associated drivers.

?Good verbal/phone presence - experience in call center or customer support is aplus. ?Ability to multi-task and manage changing priorities to meet demands of clients ?Demonstrated ability to contribute to an atmosphere of teamwork through collaborativebehavior and open communications ?Successful candidate must enjoy problem-solving, which is a significant part of the job Bachelor\xe2\x80\x99s degree (concentration in Computer Science or Computer Engineering preferred)