A Technical Support Engineer is needed for our Allen, TX location. As part of JHA’s partnership with ARGO Data Resource Corp., we currently have opportunities for technicians in our Install and Support group. Responsibilities include assisting customer support agents with research, reviewing reported issues to determine cause, ensuring reported defects are properly documented, reviewing custom (CWR) requests for completeness, and providing suggested resolutions. Research and resolution will require knowledge and familiarity with the proprietary development toolkit BankPro, and JHA’s development environment and methodologies as they relate to ARGO applications. Under moderate supervision, provides technical support to field engineers, technicians, test engineers, and product support personnel who are diagnosing, troubleshooting, and repairing equipment, systems, software, or hardware. Provides technical support to customers, ensuring resolution of escalated issues.
Interacts with product support personnel, and potentially the customer, when the customer’s problem cannot be resolved directly by first-level resources.
Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
Includes all appropriate departments to facilitate a successful resolution to any client issue.
Reports design, reliability and maintenance problems or bugs to software engineering. Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. May prepare test environment and test new enhancements or other internal quality testing.
Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
May bid and complete Customer Work Requests (CWRs) in accordance with company standards.
May be involved in customer installations, upgrades, and training.
Bachelor’s degree preferred.
Successful candidates will have a minimum 3 years experience working in BankPro Development Environments.
A customer service oriented attitude is a must.
Excellent writing, interpersonal and organizational skills are required. Individuals must be willing to travel, although limited travel is anticipated.
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
Able to diagnose, troubleshoot and repair equipment, systems, software or hardware.
Able to provide outstanding customer service to JHA clients.
Able to complete bids and customer work requests.
Able to assist in developing, designing, and documenting job related procedures.
Thorough knowledge of applicable applications (and those that interact); general knowledge of other JHA products.
Basic ability to troubleshoot software, hardware and networking issues. Basic knowledge of SQL, remoting and operating systems.
General communication, interpersonal, and analytical skills.
Typical office setting with environmentally controlled conditions.
Able to lift up to 40lbs.
Able to work extended hours or a variable schedule as business needs dictate.
Able to participate in on call rotation.
Occasional overnight travel required.
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:
Complete quality work within deadlines.
Interact professionally with other employees, customers and suppliers.
Work effectively as a team contributor on all assignments.
Communicate and coordinate work efforts with other employees, customers and suppliers.
Perform other duties as assigned.
Attend work regularly based on the assigned schedule.
Equal Employment Opportunity
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Jack Henry - 19 months ago
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Jack Henry & Associates (JHA) provides integrated in-house and outsourced software systems for data processing to some 12,000 banks,...