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For ERP LN feature pack upgrade, what method of install are you using?
Installation Wizard into existing VRC
35%
Installation Wizard into new VRC
42%
Manual into existing VRC
3%
Manual into new VRC
19%
Total votes: 31

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Old 14th June 2005, 21:01
ssatools ssatools is offline
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Technical Support Analyst (with Websphere)

Multiple Technical Support Analyst positions are open in our Grand Rapids, MI,
Global Customer Support Center

REQUIRED COMPETENCIES:
• Knowledge of diverse application and web server technologies (Websphere, Apache Tomcat, iPlanet, IIS)
• Experience in supporting IBM Websphere Suite (Application Server, Portal Server and Business Integration Server) including advanced knowledge of troubleshooting and debugging
• Familiarity with technologies like Java, XML/SOAP, J2EE or .Net to support message based integration architecture and understanding of Rosetta-Net and ebXML industry standards
• Baan ERP experience a plus, or
• Experience in developing or implementing Enterprise Application Integrations (EAI)


JOB DUTIES AND RESPONSIBILITIES:
• Provide technical support to customers for SSA Global’s products and ensure a high level of customer satisfaction
• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures
• Respond professionally to customer’s technical questions, by quickly gaining an understanding of their environment and problem, defining an appropriate problem diagnostic strategy, clear and professional communication of it, setting mutually agreed upon action plan & target dates, recreating the problem in-house if appropriate, reviewing diagnostic files and utilizing all available support material and tools to successfully resolve the problem.
• Contribute technical knowledge and understanding to enhance departmental expertise
• Participate in new product testing, use development tools for tracing and troubleshooting and
support current integration technologies in complex environments



SOFT SKILLS:
• Desire and ability to work in a highly collaborative, team-oriented environment
• Flexible and ready to learn any products or unfamiliar technologies quickly and effectively
• Have strong verbal and written communication skills to explain technical concepts and functionality
• Possess organizational skills like time-management, multitasking and self prioritization abilities to ensure that most effective and timely service is delivered to customers
• Decision-making ability to make procedural decisions
• Ability to quickly become the resident champion in your area(s) of product specialization
• Enjoy working over phone with other System Administrators, Database Administrators, and Programmers to resolve their technical issues

TECHNICAL SKILLS:
• Windows or UNIX platform based operating system experience including product installation, system management, problem analysis and performance tuning

• Demonstrate superior analytical skills to analyze data, do research, diagnose and solve diverse technical problems


JOB REQUIREMENTS:
• Minimum 4 year degree in a related technical discipline or suitable education
• At least three years of applicable technical support experience

To apply for this position, please email me your résumé with a cover letter including your salary requirements and highlight Ref. Code: Tools-Web

No telephone calls or third parties please.

US Citizen or Green Card Holders only
Position is in Grand Rapids, Michigan
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