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Technical Support - Rewarding and Exciting!

Due to Inmagic's continued growth, we have an opening for a very talented Technical Support Individual to join our Professional Services team. This position will focus on resolving client issues with Inmagic's Enterprise Research Asset Management software. You, as the successful candidate, will be responsible for providing phone support to our clients regarding production issues, technical support questions, installations/upgrades, and work-flow questions concerning our Systems.

Responsibilities:

• Support post-sales implementations. Your experience must be with web-based applications, large scale enterprise level systems, or sophisticated hardware / software applications.
• Handle multiple, high priority open cases.
• Analyze the client's situation and move towards a resolution utilizing your deductive reasoning skills.
• Convey technical resolutions to client's with very different technical skill levels.
• Resolve client's technical problems throughout the product life cycle.
• Handle first line phone and email support, resolving customer technical issues quickly and accurately as well as providing escalation assistance.
• Replicate product defects and log them along with follow through to closure of a case.
• Assist in timely delivery of product fixes to customers with product problems and improving the quality of product releases.
• Facilitate the installation of multiple tier web applications at a customer site and in Inmagic's hosted environment on the Windows platform.
• Promote and maintain a high quality, professional, service-oriented company image among customers by ensuring high quality customer handling techniques and managing expectations of customer base regarding resolution of their product problems.
• Strive to make every account a reference customer.

Required Knowledge and Skills:

• Excellent ability to analyze and solve problems, troubleshooting, deductive reasoning skills.
• Excellent interpersonal, time management, communications and decision-making skills.
• Ability to convey technical solutions to end-user of all technical abilities.
• Ability to work in a team environment to deliver the best solutions to our customers.
• Ability to clearly document solution status and resolution.
• Working knowledge of Win2003, IIS, MS SQL Server, ASP.Net web applications.
• Familiarity with web service / SOA architectures.
• Knowledge and experience using XML and HTML.
• Knowledge of networks and security issues.
• System integration background, a plus.
• Familiarity with distributed security, Active Directory and LDAP.
• Minimum 3-4 years in Technical Support.
• Occasional travel may be required (less than 10%).
• Bachelor's degree in business or Computer Science or related field is preferred.

About Us:

Inmagic is a recognized leader in creating advanced information and knowledge management tools and applications. More than 5,000 organizations around the world use Inmagic software to actively manage both physical and virtual assets and gain extraordinary insights from them. Inmagic's tools and applications are known for their flexibility, ease of use and deployment, and minimal need for information technology support.

Based on Microsoft® SQL Server and .NET technology, Inmagic products utilize Web services and Web 2.0 technologies to integrate and interoperate within an organization's overall information technology infrastructure and serves as the basis for supporting the company’s strategy to capitalize on emerging trends in knowledge management and social applications.

Inmagic offers a strong mentoring environment and some exciting opportunities for growth. We are a small to midsize company of enthusiastic, technically-minded people; we promote a culture of teamwork and a friendly, supportive and collegial work environment.

Please forward your resume to positionssc@inmagic.com