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Technical Support Engineer

General information

Location:

Atlanta - Georgia - USA, Ft. Lauderdale - Florida - USA, Miami - Florida - USA, Miramar - Florida - USA, Weston - Florida - USA

Ref #:

20220023118

Description & Requirements

Description

The Tactical Response team is looking for an experienced individual that has the ability to troubleshoot customer’s complex technical solutions. This position is focused on driving overall resolution of customer-impacting technology issues by both independently resolving issues and working with other groups outside of the Tactical Response Team to drive overall customer satisfaction. In addition to resolving technical issues, this position is responsible for acting as the communication liaison between the customer and various departments within Ultimate Kronos Group to ensure customers’ needs are satisfied.

● This individual will manage their personal backlog of assigned cases and act as a go-to Subject Matter Expert on the team for two or more UKG technology areas. Provide formal and informal troubleshooting training to the team.
● The environment is high volume with many cases and customers. The individual will be continually assigned dozens of problem cases from various customers related to a variety of reasons. The role’s objective is to meet the SLAs associated with those cases, sort which cases are appropriate for resolution and quickly contact the customer to begin the resolution process.
● The individual will need to have the ability to work independently, quickly troubleshoot technical issues by deducing customer experiences, following logical reasoning, researching previous case history, and matching those findings to known fixes. Subsequently they need to quickly apply known fixes, provide customers clear direction on how they can fix the issue on their own or escalating/reassigning the issue to the appropriate group for resolution.
● Upon an outage event, this individual will represent the team in cross-team collaboration and manage multiple customer cases on the issue.
● The individual will need to have a strong sense of teamwork and can recommend ways to enhance the productivity of the team by leveraging skills that contrast or compliment that of their peers. They will also mentor new members of the team and lead the new hire through training.
● The individual will need to have the ability to clearly document and articulate the root cause of issues and resolutions to customers both verbally and written within the context of a customer service case.
● The individual will be asked to have detailed and at times difficult conversations with customers regarding technical issues. A customer’s orientation may or may not be technical.
● The individual will be provided a set weekday schedule to work from. At times, requests to work nights and weekends with little or no advance warning may arise. The individual may also be asked to work from home or in the office.

Qualifications

• Experience providing technical support to internal or external customers on complex technical issues. Sound customer service skills.
• Combination of business and technical background.
• General Microsoft server administration experience related to applying patches, performance management and monitoring, disk partitioning, LAN/NIC configurations, managing and reviewing log files.
• Experience with Microsoft’s IIS web administration in a web farm environment.
• Experience in deploying and managing VMware.
• Experience in troubleshooting and identifying issues in a Citrix environment related to Citrix clients and profiles.
• SQL - coding and administration. Ability to write simple SQL queries and ability to decipher complex SP and SQL queries. Ability to identify when table indexing would benefit queries. Ability to run SQL traces and run SQL profiler.
• Sound reporting skills.
• Front-end development experience is a plus.
o C#, Java, MVC, Angular, HTML5, CSS3, JavaScript.
• Back-end development experience is a plus.
o MSSQL Database/Power User


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Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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