Intern, Technical Support - Pleasanton Job ID 2018-4292 # of Openings 1 Job Locations Pleasanton, CA Office Category Support Overview The Technical Support Intern is responsible for assimilating themselves to the culture, values and processes of Hyland Software. internship to start summer 2019 Responsibilities Provide product support for customer telephone, email and web based support requests Learn and utilize all internal resources, including systems, information and people, to efficiently troubleshoot and resolve issues Proactively interact in a team environment to collaborate with peers to ensure proper understanding of solutions, designs and implementations, in addition to reviewing, updating and executing support issues Expand on knowledge of basic troubleshooting skills and tools by shadowing and receiving instruction from Technical Support peers and leadership Develop an awareness of customer issue troubleshooting and resolution Employ sound decision making when determining when to escalate customer issues to other teams or management Adapt to and work with a highly diverse customer base while focusing on providing an exceptional customer experience with every interaction Rapidly learn new techology, including Hyland Software products Actively participate in Technical Support events Qualifications Enrolled in an information technology related college degree program Good collaborative skills, applied successfully within team as well as with other areas Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience. Able to thrive in a fast paced environment Good critical thinking and problem solving skills Organized and experienced at successfully multi-tasking Sharp, fast learner with a technology curiosity and aptitude Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job Successful candidates will have the opportunity to learn and work with the following technologies: Operating Systems: Windows, Windows Server, Unix (Solaris, HP/UX, AIX), Linux Database Software: Microsoft SQL Server, Oracle Storage: RAID, NAS, SAN Web Application Software: Tomcat, WebSphere, WebLogic, IIS Hardware: Peripheral installation & configuration (scanners, SCSI cards, SCSI devices). Development: Visual Basic Script, Java Script, ABAP, HTML, DHTML, XSL, ASP Networking: TCP/IP protocol, Ethernet, WAN, LDAP, Active Directory, Novell NetWare Application Software: SAP, PeopleSoft, Oracle, Google Apps, Microsoft Office (Excel, Word, Access, Outlook), Internet Explorer, Mozilla, Safari Messaging Systems: Google Mail, Lotus Domino, Microsoft Exchange, Novell GroupWise