Technical Support Specialist
Austin American-Statesman - Austin, TX

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I. General Summary of Responsibilities
Responsible for ensuring quality customer and internal technical support for all TiPS products. Assists other engineers or independently works on projects specifically in the area of software configuration, testing and product technical documentation.
II. Specific Job Responsibilities
The Technical Support Specialist will support production and pre-production products as well as third party infrastructure, including operating systems and database platforms as well as hardware such as terminal servers and other network devices. TiPS leverages the Microsoft(R) Windows(R) platform almost exclusively, so familiarity and comfort with Microsoft products is of high importance.
Candidate must be able to troubleshoot software defects and perform regression testing given test procedures or programs. As one of the most intimate users of our products, the Technical Support Specialist will be heavily involved with the creation and maintenance of user's manuals and other documents intended to express technical information clearly and simply to non-technical persons. The Specialist will also: Design and develop materials for in-house and off-site training programs.

Provide technical support for all of TiPS installed solutions, including proprietary software products as well as third-party software and hardware, including operating systems and other infrastructure.

Assist engineers with design verification and product testing.

Assist as needed to duplicate field support issues.

Develop automated testing procedures and scripts to facilitate regression testing.

Assist with services projects to perform duties such as HMI configuration and startup assistance.

Create technical documents, including manuals, online help, user's guides, knowledge base articles, and other sources of information which help TiPS clients understand and use TiPS products.
III. Candidate Qualities Four-year degree in computer science field or equivalent experience required.

Strong working knowledge of Windows 2000 and above operating systems and the MS Office Suite is required.

Attention to detail and high quality standards are required to maintain consistency in our products.

Excellent organizational and oral communications skills are required for extensive customer contact.

Basic understanding of Microsoft SQL Server(R) is required.

Knowledge of RS232 serial communications along with a basic understanding of network protocols is very helpful but is not required.

Knowledge of process control industry and technology is preferred but not required.

Experience with formal software design and testing is preferred but not required.

Experience with Adobe Acrobat, Dreamweaver, RoboHelp X5, Paint Shop Pro, and Snag-It are preferred but not required.
Email: hr@tipsweb.com or fax: 512-863-5392
First Published in Cox Media Group Austin American-Statesman on Apr 25, 2012

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