Software Support Engineer

Company: Arvato Systems North America, Inc. 

Requisition ID: 51868

 

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As global next generation IT systems integrator, Arvato Systems focuses on “Digital Transformation Solutions”.

 

Arvato Systems is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.

 

Arvato Systems is seeking current and future talent who are energetic and curious about innovation and technology. We believe that our people and their expertise are our biggest resource and we aim to encourage and challenge you, both professionally and personally. With our innovative IT solutions, we support the digital transformation of our customers worldwide. We enable a wide range of industries - from global trade to the international media industry to energy and utilities. More than 3,000 employees at more than 25 locations work for us. Our customers, well recognized brands  value our excellent know-how, comprehensive technological knowledge and our entrepreneurial spirit.

 

 

 


 

Profile

Software Support Engineers serve primarily to address technical issues relating to software implementation, function and upgrades. They resolve customer complaints or problems and create product problem reports and troubleshooting documents for each issue. Software Support Engineers also work closely with development teams to identify and resolve any technical problems that might arise during the development of software. These engineers might also be involved in developing and leading training classes to educate customers about software products.

 

Key Responsibilities

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Research and identify solutions to software issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Maintain jovial relationships with clients

 

Key Skills/ Requirements

  • Proven work experience as a Software Support Engineer
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft or similar technologies is a plus

Technical Skills

  • SQL / Transact-SQL
  • Java language knowledge

 

Nice to have :

  • Windows OS Administration knowledge
  • Microsoft SQL Server basic administration
  • Amazon Web Services basics ( EC2 , S3 , RDS )
  • Knowledge of AWS Lamda
  • Knowledge of Chef or other configuration management tool
  • Knowledge of written and spoken German

 

 

To know more about what we do please visit https://us.arvato-systems.com/arvato-systems-us

 

 

To know more about what we do please visit https://www.arvato.com/us-en.html

 

Date: 
Location: 

New York, NY, US, 10016


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Developer, Software Engineer, Engineer, Java, Computer Science, Technology, Engineering