Sequoia Retail Systems, Inc. is the leading independent provider of comprehensive point-of-sale, inventory control, e-commerce, and textbook management systems to colleges and universities throughout the nation. With a sole focus on technology and a staff that includes many industry veterans, Sequoia has grown with its customers over the last 26 years. Headquartered in Silicon Valley, with an office in Raleigh, North Carolina, Sequoia Retail Systems offers employees an opportunity to work with an industry leader in a collegial environment.
We have an opportunity in our Raleigh office for a Technical Support Engineer who will be part of a dynamic and growing team within our Client Services Department and we're looking to fill the position immediately. Our Technical Support Engineers are responsible for direct interaction with the customers to provide stellar customer service and technical support. Technical Support Engineers work closely with other Sequoia employees including Product Management, Sales, Marketing, Development, and Quality Assurance. The ideal candidate will have a solid knowledge of Red Hat Linux and Network Administration.
All selected candidates will:
•Provide technical support and guidance to customers on the operation and maintenance of assigned product lines
•Identify Sequoia Retail Systems software issues, provide workarounds to the customers as needed, and document them within Sequoia's ticketing system
•Assist with product installation and deployment involving both software and hardware
•Contribute to and maintain solutions to the FAQ knowledge-base
•Adhere to company policies and procedures regarding KPI's, SLA's, QoS measures and problem escalation
•Perform Quality Assurance tasks as required by project teams
•Perform special projects and duties as assigned
Depending on product line, customer and company needs, may deliver customer training either via the web or on-site.
We require:
•Previous technical and customer service experience in a professional industry
•Strong hands-on experience with the following technologies: Red Hat Linux, TCP/IP, and SQL Server, Firewalls, Routing, Network Administration, DNS/DHCP
•Ability to multi-task, work independently and/or within a team, pay attention to detail and meet deadlines
•Ability to resolve a wide range of issues in imaginative and practical ways
•Proven problem solving ability
•A results oriented individual with excellent verbal/written communication skills
•Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
•Ability to effectively interact and maintain professionalism with customers at all levels in person, on the phone, or via e-mail
Does this sound like the kind of challenge you're looking for? If so, please send your resume to HR@sequoiars.com.
EOE. Principals only, please. Sequoia Retail Systems does not accept unsolicited agency resumes. Any agency resumes submitted without a signed agency agreement become the property of Sequoia Retail Systems.
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