ARE YOU OUR NEXT ECLIPSE SUPPORT TECHNICIAN?
THE OPPORTUNITY
As a member of the Sonepar USA Help Desk team, the Eclipse Technical Support Analyst is responsible for trouble shooting and resolving Eclipse Technical issues. You will provide moderately complex technical support to clients via email, phone, or other methods (does not work on site). You will need to possess a strong understanding of the organization's products and services but will escalate complex inquiries.
Responsibilities include:
- Prioritize and troubleshoot complex technical issues as assigned.
- Responsible for answering service request calls professionally, creating tickets and providing quality service.
- Responsible for Eclipse printer forwarding and printer set up, including Infoblox, DNS, Linux, Windows and Form Server configuration.
- Responsible for scheduling and troubleshooting system and report phantoms.
- Responsible for Eterm and Solar PC installs and configuration, including peripheral devices (Signature pads, scanners etc)
- Responsible for Solar Citrix set up, testing and configuration as well as troubleshooting.
- Responsible for Innovo user set up, branch activation, application configuration and testing. Applications include Deliver/Sigtouch/Delivery Notification, Location Touch, Stockroom.
- Collaborates with Desktop Engineering, Telecom and other teams to ensure successful configuration and deployment of devices running Innovo applications.
- Responsible for creating training documentation for end users and teammates.
- Responsible for creating documentation and SOP’s (Standard Operating Procedure) for knowledge transfer to teammates.
- Escalates incident or request to QA and Testing Mgr, Help Desk Manager, Network or Server team when necessary.
- Retains ownership of incidents that have been escalated to other experts and forwards resolution to Help Desk Analysis.
- Reviews and documents the incident resolution for training and reference.
- Collaborates with Help Desk Manager or other senior associates as needed to develop new approaches to ensure a high quality of customer service for our user.
- Attends offsite meetings and Eclipse Go Lives and run training classes when required.
QUALIFICATIONS
- Must have experience providing technical/HelpDesk Support
- 2+ years Eclipse experience or distribution experience a plus
- Basic knowledge of Linux, Universe, DNS and Infoblox and networking
- Knowledge of eTerm or Solar Eclipse a plus
- Must have strong customer service skills
- Must have good verbal communication skills
ABOUT SONEPAR USA
Sonepar USA (www.sonepar-us.com) is a full-line wholesale electrical supply distributor in the United States. The Company is a member of the Sonepar S.A. group, which is headquartered in France, and is the world’s largest privately held electrical distributor. Entering the US market in 1998, Sonepar USA has seen dramatic growth over the years due to strategic acquisitions and organic growth. Today, Sonepar USA has annualized revenues in excess of $7 billion from 16 operating companies with a branch network in most states.
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WHAT ARE THE BENEFITS?
401K Plan, Health Insurance (medical, dental, and vision), Paid Vacation, Paid Sick, Paid Personal, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts and a definitive career path.
EOE M/F/DISABILITY/VETERAN
Required Skills
Required Experience