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Senior Technical Support Engineer in Mechanicsville, VA at Owens & Minor, Inc.

Date Posted: 5/23/2019

Job Snapshot

Job Description

POSITION SUMMARY

 

Troubleshoots and develops technical solutions related to software and setup errors. Resolves cases raised by effective troubleshooting, creating workaround procedures when standard procedures have failed and ensuring issues are resolved in a timely fashion.  Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.

 

We Provide Solutions to Help Healthcare Work. Better.

 Are you ready to be a part of the Solution?

 Established in 1882, Owens & Minor is a Fortune 300 company with 50+ facilities across the US and 18,000 teammates in over 90 countries. We are a leading provider of healthcare solutions, ensuring that hospitals and healthcare providers are able to offer the best care to their patients through supply chain and point-of-care services.

 We believe that our success starts with our teammates and we offer a variety of benefits.

  •  Medical, dental, and vision insurance, available on first working day
  • 401(k), eligibility after 30 days of employment
  • Employee stock purchase plan
  • Tuition reimbursement

ESSENTIAL JOB FUNCTIONS: 

1.       Provides technical support for Ivanti UEM/UWM related products through onboarding applications for auto-provisioning, troubleshooting and diagnosis

2.       Logs, captures, and troubleshoots customer incidents.  Progresses customer technical support cases, ensuring customer communication is timely, maintained and appropriate.

3.       Through strong technical skills and product knowledge, resolves cases raised by effective troubleshooting, research and testing or for more complex issues work directly with back-line and development teams.

4.       Participates in focus activities as required, such as backlog reduction.

 

SUPPLEMENTAL JOB FUNCTIONS: 

1.       Performs additional duties as directed.

 



Qualifications

EDUCATION & EXPERIENCE REQUIRED: 

  • Bachelor's Degree in Computer Science, Information Technology, Engineering or other related degree required
  • Four (4) or more years of software, applications support experience
  • Database knowledge and experience (Oracle or MSSQL to include query statements, data base optimization tuning/indexing, utilization of tools such as Query Analyzer/Enterprise Manager, DB design and understanding roles and users
  • Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA) and/or Citrix CCA/CCAA certification preferred
  • Or any combination of education and experience to meet the above requirements

KNOWLEDGE SKILLS & ABILITIES:

  • Experience with RES IT platforms with an emphasis on customer support
  • Strong technical troubleshooting skills
  • Thorough troubleshooting-skills, including experience with various related troubleshooting tools
  • Experience with Citrix Products, VMware Products, Microsoft App-V and Microsoft Windows Registry / User Profiles
  • Knowledge of Microsoft Windows server and client OS administration
  • Thorough expertise in Microsoft Server and Desktop platforms
  • Experience with medium to large (enterprise) server environments
  • Experience with UEM, Server Automation and Self-Service
  • Excellent time management, multi-tasking and organizational skills
  • Strong communication skills, ideally fluent in English and Dutch
  • Self-motivated to develop technically
  • Ability to cope and work under pressure
  • Able to adapt quickly to change
  • Flexible and open approach
  • Must be able to work well with others as part of a team but at the same time able to work independently



ADDITIONAL REQUIREMENTS:

  • Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs; possible on-call rotation

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