Technical Suport Engineer II - Stoneham, MA

Location: Stonham, MA

Position: Technical Support Engineer II Location: Stoneham, MA

DIRECT SUPERVISOR: World Wide Client Services Manager
INDIRECT SUPERVISOR(S):
DIRECT REPORTS TO THIS POSITION:
DEPARTMENT: Support
BONUS PLAN:
DATE REVISED: 2.11.08

Position Summary
Provide a worldwide Support for all NCipher products. Ensuring that any support queries coming from internal or external customer are dealt within timely manner and recorded in our database and within SLA. Perform product tests. Perform product research and documentation. Monitor, maintain and continuously develop the Tech support database. Follow up unresolved, pending and escalated technical calls

Essential/Key Areas of Responsibility
� Support customers with product set up, configuration, use and troubleshooting on all nCipher products.
� Perform and document product compatibility tests
� Perform Product research and documentation including product testing of future/potential nCipher products
� Participation in 24//7 support rotation for Platinum customers
� Ensure self and other technical support engineers are following the technical support log guidelines
� Monitor and maintain support data base

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience Required

� Proven application of problem management & troubleshooting methodologies.
� Demonstrated customer liaison, interaction and communication skills.
� Established track record of management to "SMART" goals and objectives.
� Excellent written and verbal communication skills.
� Must be a team leader and player, with strong self-initiative and drive
� Must be able to work a flexible schedule with "on call" availability

Technical Skills and Proficiency
� Demonstrated knowledge of Linux, Solaris, and Windows, Outlook, PowerPoint, Word, Excel
� Functional use of Java, PKCS and Open SSL, SQL and Databases
� Able to configure Web Servers (Apache, IIS) and Certificate Authorities (MS CA,RSACM etc..).
� Able to write code during special products
� Ability to learn and utilize support tools.

Professional attributes
� Project management skills
� Effective communicator
� Successful adapting to change
� Attention to detail (both oral and written)
� Administrative organization (record keeping, reports)
� Demonstrates professionalism
� Effective time & prioritization management

Skill set, experience, and behaviors
� Minimum of two years management within a technical customer support/helpdesk environment
� Strong project management skills
� Strong communication skills, well organized, and flexible
� BS/BA Degree, or equivalent experience

Physical Demands:
� Visual ability correctable to 20/20.
� Sitting eighty (80%) percent of the day.
� Ability to respond verbally in an understandable, professional manner in person, online and over the telephone.
� Manual dexterity to input data into the computer.
� Ability to stoop and bend.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. All positions within nCipher may include other duties as assigned.

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