Support Engineer

4 days ago

Bengaluru, India Iron Mountain Full time

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary:

Kofax Capture Document Imaging software Support engineer role is positioned to offer IT technical support services on IT systems enabling Document Capture and document delivery services at Iron Mountain across Global sites. DMS support Engineer engages with Scan operations staff across sites to, diagnose, detect and fix DMS Systems technical issues restoring IT systems to steady state operations.

Essential/Key Areas of Responsibility:

Shall offer DMS IT technical support services to imaging operations across Global sites. Engage with document Imaging site managers and supervisors to resolve systems issues timely resulting into customer delight. Drive resolution for complex DMS IT system issues with very high impact. Install Imaging server and client software, configure all application components. Install and configure scanners of multiple make and models. Proactively manage and monitor document work queues across multiple sites. Liaise with product vendor to troubleshoot complex Imaging problems.

Educational & Experience Requirements:

Three or four year Graduate degree Candidate should have experience offering IT support services for about 3 to 7 years with increase in roles through the support experience. Should have a very good understanding of document imaging systems and Kofax Capture 9.0 or 10.0 Experience in working with different component of Document management systems such as Capture, Delivery & Storage would be an advantage. Experience in Installing, configure, troubleshooting document imaging scanners or Kofax capture Experience in working with distributed imaging systems. Candidate should possess strong analytical skills. Certifications in Document Imaging products or business would be advantage Competencies

Technical Skills and Proficiency:

Has knowledge and experience of Kofax Capture 9.0 or 10.0 Support Has one to 2 years of Kofax capture 9.0 and 10.0 environment trouble shooting Has experiencing installing and configuring Kofax Capture Has worked with Document management systems for 1 to 3 years at least o Should have experience working with IT systems problem management tools such as (HP Service Manager, Clarify, ServiceNow, Jira etc...) Candidate should very good Knowledge of windows of Operating systems. Ability to drive issue resolution independently. Candidate should have exposure and experience in driving RCA for permanent solutions. Should have basic to moderate knowledge of databases and SQL.

Basic Skills:

Strong organizational, interpersonal and analytical skills. Ability to multi task and be able progress work on multiple tracks in the same day. Proficient with verbal (oral) and written communication Strong ability to plan, prioritize work and perform timely follow ups.

Professional attributes:

Exhibit a superior level of customer service and satisfaction for both internal support groups and external customers Excellent problem solving, detail oriented and organizational skills Effective communicator Integrity Successful adaptation to and managing change Attention to detail (both oral and written) Demonstrates professionalism on every day job and tasks Effective time & priority management

Skill set, experience, and behaviors:

Ability to demonstrate creative thinking Ability to develop relationships Ability to manage/work well with the team and efficiently distribute expertise Industry and/or company knowledge Must exhibit a positive approach and the ability to work efficiently as an individual contributor and a process/tech lead Solid process background (domain and process knowledge) Strong willingness to learn new processes, dive into challenges and provide direction Understand the domain and technical components of the job Ability to participate in the ideation process and produces the documentation and trains the team on the re-engineered process to meet internal commitments on a continued basis.

Career Opportunities

Individuals demonstrating success and proficiency in this role may later advance to positions with increased responsibilities in the Global DMS IT Service delivery team.

Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.

Category: Information Technology

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