ResponsibilitiesThe Help Desk Engineer works closely with the Customer Care, Product Managers and engineering teams and provides extra administration and troubleshooting assistance for cases that cannot be resolved by Customer Care. The HDA works in the Sustaining Engineering area supporting the full suite of Deltek’s Vision/CM products.
Liaison between Customer Care and Engineering
Test software issues/defects to make sure they are valid defects.
Investigate, develop/come up with a workaround to assist clients who are not able to use the application feature
Test application from the point of installation, deployment and usability
Assist developers to trace down the root cause of defects
Analyze data issue and provide fix scripts using SQL management studio/Query Analyzer
Use TFS for defect management and RNT for customer issue management
Escalate issues requiring dev assistance to the dev team
Create defects using TFS and link information to CC cases
Support communication between Dev and CC, following up on requests for further information from either Dev or CC about specific escalated cases or defects.
Review cases submitted to Help Desk by CC to determine if existing defects exist; create new defects where no existing
Generate weekly Sustaining Engineering Held Desk reports
Generate ad hoc reports regarding cases assigned to the help desk, those with development, those being worked, etc.
Gather hot fix requests submitted by CC, ensuring requests meet guidelinesManage hot fix defects in TFS
Generate hot fix lists with supporting documentation in Kona for presentation at Hot Fix Review meeting
Attend the Hot Fix Review meeting (IRB meeting) and act as meeting moderator
Communicate the outcome of the Review meeting with CC and Engineering, updating TFS with approved/rejected status on hot fix defect status
Track status of hot fix defects and follow up with Engineering.
Qualifications
Requirements
At least 4 years working experience as Customer Care Analyst, Help Desk Engineer, Quality Control Engineer or Software Engineer.
Excellent level of knowledge in ERP Software or similar product. ( Accounting, General Ledger, Billing, Timesheet, CRM, Material Management, Payroll, etc)
Customer service oriented
Solid understanding of customers’ needs in all areas of the product.
Ability to adapt quickly to new technical environments.
Ability to work under tight deadlines and work effectively in an environment with multiple competing priorities.
Excellent communication skills including the ability to write clearly and concisely and to present information in a way which facilitates interpretation.
Excellent proficiency in written and spoken English.
Ability to debug VB.NET application is a plus.
Ability to read and create SQL Queries is a plus.
