Support Services Engineer in Liberty, SC at MDI Group

Date Posted: 7/15/2019

Job Snapshot

Job Description

Job Title:

Support Services Engineer

Job Class:

Technical - Entry Level



Reports To:

Director, Support Services

Date Revised:

14 June 2019


The role is a starting position on the Support Services team.  Successful candidates for this position will be responsible for delivering software support and solutions that meet or exceed customer expectations. 

Technical personnel on the Support Services team work closely with the customer to fully understand the customer’s issues and needs, thus delivering the appropriate solution with the goal of achieving high customer satisfaction.  Additionally, close interaction with the Professional Services, Finance, and Sales departments may also be required from time to time.

Essential Duties & Specific Responsibilities

Support Services team members perform the following actions:

  • Deliver direct technical support to customers.
  • Provide remote assistance to customers performing product upgrades.

  • Manage customer escalations to timely completion and assist in root cause analysis and solutions. 

  • Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues. Seek assistance from senior team members as needed.

  • Deliver on-site technical support for certain scheduled software upgrades.

  • Provide on-site technical support in certain critical situations. 

  • Participate in the after-hours/weekend support (on-call) rotation.

  • Document and record all activity and communication with customers over telephone and email.

  • Proactively produce support communications for customers on recent software defect alerts, product releases and new Information.

  • Build and maintain strong, cooperative relationships with the support departments of KeyMark business partners.

  • Assist with continued improvement and development of the Support Services processes.

  • Work with Senior Support Tech’s and Support Services Management staff to set objectives.

  • Assist Sales with customer site visits to discuss support open incidents and KeyMark Support Services.

  • Provide support of custom applications and integrations usually using Microsoft tools.

Qualifications & Background

Education & Certifications

  • Bachelor’s degree in Computer Science, Engineering, or equivalent required.

Knowledge & Technical Skills      

  • Strong verbal and written communication skills are required.
  • Proven abilities to problem solve, independently and with others assistance.
  • Highly prefer understanding of and ability to discuss WAN and LAN environments.
  • Understanding of and ability to discuss data security issues in WAN and LAN environments.
  • Understanding of and ability to discuss database and data architecture concepts.
  • Strong documentation skills necessary to detail customer interaction, problem definition, troubleshooting, and issue resolution.
  • Excellent troubleshooting and analytical skills with ability to resolve complex technical problems.
  • Experience with networking, security, and server administration.
  • C, C++, Java, C# or Other Programming experience required.
  • Working knowledge of HTML and either VBScript or JavaScript preferred.


  • Disciplined work habits, attention to detail, and a strong sense of self-motivation.
  • Ability to work well in a team environment while exhibiting organizational and time management skills necessary to work on multiple tasks in parallel.
  • Negotiation, communication and influencing skills.
  • Ability to take initiative and to adapt to direction changes and challenges.


Travel Requirements

No more than 10% travel

Special Working Conditions


Additional Information

Due to the nature of the business, some after hours and weekend work may be required.


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