FIELD TECHNICIAN - Customer Interfacing Onsite Support Troublesh - (US-IN-Southport - 46247)

Minimum Education: None
Jobcode: L:102719645
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As the knowledge economy takes off worldwide, there is a growing demand for both traditional and non-traditional education. Which translates into an accelerated demand for cutting-edge, online learning solutions. The kind of solutions that McGraw-Hill Education offers to the world every day. McGraw-Hill Education addresses virtually  every aspect of the education market from pre-K through professional learning. Our technical innovations are changing the way people learn, with e-books, online tutoring, customized course Web sites and subscription services.  Now is the time to team up with our dynamic company as we create our next generation of who we need to be for our customers!    CTB and The Grow Network, make up the Assessment and Reporting business function of McGraw-Hill Education.  This Group creates and builds a comprehensive range of formative and summative assessments, reporting tools, individual study guides, instructional programs, software, and services, all built upon a tradition of research, innovation, and technical quality that benefit learners of all ages.   We need a customer interfacing superstar!  The Field Technician requires solid and supportive direct customer facing abilities, building a partnership of expectations and nurturing customer care skills.    This role will provide on-site support, training and troubleshooting for student hand held "clicker" response devices, scanners and other hardware peripherals for web-based customer-facing applications.  You must be a master manipulator of one or more of the following technologies/methodologies to support the software:   Java, XML, XSLT, JDBC/ODBC, TCP/IP, Oracle PL/SQL   This incredible opportunity requires extensive road warrior desires, traveling to customer sites to provide on-call or daily support in technical implementation and digital performance of our top priority products!   Position is located in the Indianapolis area and any where your reliable transportation will take you with ease!!       Here's what you will get to do: Travel!! to customer sites demonstrating and instructing administrators and educators on the use and performance of student hand held response or "clicker" devices, scanners or other hardware for web-based customer-facing applications. Respond quickly to customer inquiries and issues regarding these devices. Troubleshoot, diagnose, resolve software usage issues; escalate defect issues. Escalate issues requiring backend support and resolution. Communicate regular updates to customer support representatives, ensuring 1 st , 2 nd , 3 rd level support are informed, including all fixes and changes. Continuous quality check performed on devices to ensure proper functionality. Provide scope and service requirements for Request for Proposals. Assist with Sales calls to provide product demonstrations when required. Here is what YOU will need to be successful: Bachelor's degree in Computer Science or related field 3+ years in web-based software/systems development and/or support 2+ years relevant implementation experience providing high level customer support Comprehensive knowledge/experience of network protocols, OS, network administration, PC applications, PC/MAC hardware, installation and troubleshooting Thorough working knowledge of network hardware/software configurations-Routers, switches, load balancers, firewalls, proxies, etc. Thorough working knowledge of TCP/IP troubleshooting and support Proficient knowledge/experience with the following: MS Windows, Macintosh systems, MS Office suite, VPN, ERP, Data Warehouse, Oracle, help desk ticketing systems Adept at Scanner/printer connectivity support issues and Windows/Macintosh environment configuration Familiar with Oracle Server databases a MUST! Basic programming skills: Java, Visual Basic, C++ a MUST! MUST have experience with Mercury Test Director or similar product Understanding of Web Services - SOAP, SOA, AJAX, HTML, XML, HTTPS a MUST! Proven ability to deliver customer products on time and on budget - PERIOD! Effective verbal communication influencing and managing customer expectations, emotions and escalations Excellent time management/organizational skills; MUST maintain production schedules For additional information about CTB please go to http://www.ctb.com .   McGraw-Hill Education - Where the World Learns to Succeed