Description
A Technical Support Specialist will work within the ACD/Labs Technical and Scientific Services team to support existing customers with a focus on software licensing, installation and troubleshooting of Enterprise and Web-based products.
The ideal candidate will be an adept problem solver, with the ability to explain complex ideas clearly and a broad knowledge of IT concepts and infrastructure. They will be able to work well within a team, have an eye for detail, be self-motivated, and be willing to learn and demonstrate new features of an evolving suite of chemistry software packages.
Responsibilities and Expectations
- Build an in-depth knowledge of the company’s existing and planned products and services associated with Enterprise Products, server applications, web applications, licensing mechanisms, and databases.
- Develop an in-depth expertise of ACD/Labs’ core software products and can effectively troubleshoot issues with accurate and timely responses.
- Clearly communicate software capabilities and issues to various clients through documentation or by conducting basic online training sessions.
- Assist with software upgrades and installations in both local and enterprise environments.
- Coordinate and communicate effectively with other ACD/Labs’ teams, including Application Scientists, Professional Services, Software Development, and Sales.
Requirements
Education: The candidate will have a Computer Science Diploma or a degree in Computer Science.
Required Skills
- Soft skills
- Ability to learn new skills quickly
- Capability to work independently
- Problem solving, able to recognize when to reach out when help is needed
- Ability to multitask and prioritize
- Work under pressure/stress and to deadlines
- Take responsibility and a cautious approach
- Regular Activities
- Configuration of software (desktop/web)
- Remote
- On premise
- Troubleshooting issues
- Preparation of technical documentation
- Interaction with customers, developers, testers, managers, application scientists
- Configuration of software (desktop/web)
- Communication
- English (spoken/written)
- Customer facing experience
- Experience with preparing technical documentation
- Ability to explain complex ideas clearly
- Capable of interacting with people across multiple levels and disciplines, including: customers, developers, testers, managers, application scientists, and management
- Windows System Administration
- General understanding of domain administration
- Features and Roles
- Understanding of Directory Services AD/LDAP
- Networking principals
- Linux System Administration
- Familiar with flavors of Linux
- Familiarity working with Terminal
- Databases
- Understanding of database concepts
- Database connectivity
- Structure
- Architecture
- Ability to interpret simple SQL Queries (nice to have)
- Preferably some exposure to Mongo, Postgres, Oracle
- Understanding of database concepts
- Chemistry
- General chemistry knowledge is a plus in terms of understanding the project specificities
- Knowledge of chemical structures, analytical data, and data types
- Technology
- Understanding or cloud concepts and providers, RDS databases, and VMs
Bonus Skills
- Oracle and PostgreSQL installation and configuration
- Citrix experience
- Knowledge of Cheminformatics workflows
An ideal candidate will be able to work well within a team, excel at problem solving, have an eye for detail, be self‐motivated, and be willing to learn and demonstrate new features of an evolving suite of chemistry software packages.