| Description |
Software Field Support Engineer must adhere to and promote our core values by performing duties in a manner that is consistent with being a team player and supporting the rapid growth of our company. Possess excellent level of product knowledge. Serve as liaisons between Northwoods and the customer. Convey customer feedback to development and engineering staff.
Position Responsibilities:
- Relied upon by Project Managers (PM) or Sr. Engineer to independently perform maintenance to multiple Northwoods and/or Document Management applications.
- Receives general direction from Project Manager on assignments but works independently. Only needs to know the preferred outcome and can work independently toward that outcome.
- Performs advanced installation and configuration of Northwoods and Imaging systems utilized by Northwoods. Can independently install and configure OnBase and Northwoods software modules, and perform integration configuration tasks, i.e. NCP Suite Certification
- Can work comfortably with more advanced OnBase configuration including HTML custom queries, eForms, Workflow, App Enabler, Host Enabler and VB Script, etc.
- Performs advanced software configuration for customer specific functionality. Knows how far Northwoods and Imaging products can be extended to suit a particular need.
- Develops a friendly and casual rapport with customers at many levels. May attend meetings with customer.
- Works with developers to communicate issues and request changes or enhancements to software. Has a casual and friendly rapport with the Development team.
- Performs advanced user support functions after implementation and assists other Engineers in resolving more difficult support issues. Sometimes spends days at customer site in fulfillment of maintenance agreements.
- Is an expert in Northwoods support technologies like Linktivity, Solution Gateway etc. and utilizes them effectively to perform support tasks.
- Assists/mentors other System Engineers with software configurations, troubleshooting of problems, supporting of users, and knowledge sharing of customer processes.
- Is considered by customer to be an expert on all matters related to the customer’s system. Can quickly diagnose any problem with Imagining systems and Northwoods software, and resolve the issue independently.
- Implements business continuity plans with customers to ensure operations are not interrupted. This includes plans for establishing and monitoring backup jobs, server status, DVD backups, SQL Server Maintenance plans etc. Assists other engineers with backup jobs and maintenance plans.
- As needed, requests valuable enhancements to Northwood products through the PCR process.
- Perform various other duties as directed by Senior Engineer and/or Coordinator
- Work under minimal supervision on complex projects with wide latitude for independent judgment
- Other job related duties as assigned Position Requirements:
- Strong interpersonal skills
- Must be willing and able to travel up to 50%
- Full functional ability to use computer and computer related equipment
- Must be able to sit for extended periods of time
- Must be capable of bending, lifting and working in tight spaces for extended periods of time
- Must have and maintain valid Driver License, reliable transportation and full coverage auto insurance
- Must be authorized to work in the U.S. **Please visit us at teamnorthwoods.com
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