Service/Support OnSite Engineer

Position Description: Primarily located at the customers site. Provide software service, pre-sales, post-sales or service delivery support and solve various business
systems and applications problems for remote or local accounts, on standard, specialized or complex systems. Provide direct post-sales systems technical support to end users and hp Authorized Service Providers by successfully resolving escalated issues from incoming calls to the hp Technical Support Center. Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options. Solve technical problems on a variety of hardware and software platforms for Resellers, National Field Service personnel or end users.

Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems/projects of
moderately complex scope. Exercises independent judgment within defined practices and procedures to determine appropriate action. Acts as an informed team member providing analysis of information and limited project direction input. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Demonstrate a basic knowledge of organization and policies. Demonstrate comprehensive business, technical, or functional knowledge, as well as basic project management skills and communication and .


-Minimum & Mandatory 3-4 yrs. supporting the following:
? Aspect ACD system at version 8.4 or higher. Previous versions are accepted as well, but prefer 8.4 or higher.
? Aspect Network Interqueue and ability to manage a complex configuration of queue/skills via this administration tool.
? Aspect Winset 3.x or above
? Aspect E-Workforce Management
? Windows 2000, NT and XP platforms


-Minimum 1-2 years supporting the following:
? Large enterprise customer and call-center environment
? Toll-Free Routing (percent allocation, multiple originations points)
? Analysis of call-detail records, voice traffic patterns & call-accounting reporting tools (i.e. CustomView & CustomView Producer)
? Strong PBX, traditional voice, dial-plan, trunking, long-distance & Toll-Free routing problem-solving and troubleshooting skills



Basic Knowledge of the following technologies:
? Oracle 8i & 9i
? Unix
? Basic programming skills (Access, Excel Macro)
? Windows XP applications (Microsoft Excel, Word, Outlook, Internet Explorer)
? Incident Management Tools (HP Openview, Servicedesk, Remedy, etc.)
? VoIP Tollbypass call-routing