Advanced Technical Service Associate

Acara Solution is looking for an Advanced Technical Service Associate for our client located in Scottsdale, AZ .

Active secret clearance required. Contract position. $39.50 pay rate.

• Rescue 21 is the United States Coast Guard Search and Rescue Communication System.
• The system is responsible for maritime emergencies, law enforcement, and distress communications.
• Responds to customer product inquiries via telephone or in written internet-based email, or in chat sessions.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Interpersonal skills and technical product knowledge, and expertise are critical to responding to daily customer-centric activities.
• Troubleshot problems with malfunctioning electro/mechanical equipment or software applications and recommended corrective action.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Provides technical support to field engineers, technicians, engineers, and product support personnel who diagnose, troubleshoot, repair, and debug complex electro/mechanical equipment, computer systems, complex software, or networked and wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• Involved in customer installation and training.
• Provides support to customers/users where the product is highly technical or sophisticated in nature.
• The position generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems-level software, where the user has a technical background.
• Provides technical service management and technical support for customer programs.
• Assures all repairs are in accordance with company policy and procedure and customer quality requirements.
• Builds productive internal/external working relationships.
• Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Job Requirements

Required Skills / Qualifications:

• Associate Degree.
• Minimum 3 years of experience in failure and root cause analysis reporting.
• Minimum 3 years of experience in Oracle CRM.
• Active Secret clearance

Preferred Skills / Qualifications:

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Proficient and able to perform all responsibilities associated with the position.
• Sec + or other IAII certification.
• Network/ IT systems management.
• SQL Server.
• Software administration.
• Troubleshooting in a Windows environment.
• Direct customer service and direct customer interaction experience.
• Knowledge of CA Spectrum One Click software suite.
• Microsoft Terminal Server.
• HBSS.
• Anti-Virus.
• Network monitoring tools.
• Asset management software.
• Microsoft Windows Active Directory tools.
• Support of DoD or DHS systems.
• Military, College education, and IT-related experience.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check and a drug screen.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Active Secret Clearance.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are equal opportunity employers. Race/Colour/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorised to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorisation status.