Cognition provides a suite of software tools to capture and model all aspects of product design, and provides enterprise wide collaborative access to the design model. We also provide consulting services and training in the deployment and use of these solutions. Cognition is a small, fast moving company that provides a flexible, diverse, and exciting work environment.
Overall Job Responsibilities:
The Technical Support / IT Engineer provides technical support to customers installing and using Cognition products and maintains Cognition’s systems. Customer support may include multiple products. Cognition’s systems include its internal network and computers as well as external servers.
The Technical Support Engineer will take ownership of a range of issues and manage these through to resolution. Daily activities require liaising with other departments and fully diagnosing problems submitted directly by end users and administrators. This position is critical to the satisfaction and success of Cognition customers and serves as the primary contact for any problems or questions about all products and services.
In addition to providing outside technical support, this position includes assisting with internal IT support, computer setup, and maintaining internal company documentation and support systems. This person will also assist with testing and documenting new product releases.
The person who fulfills this position is expected to:
Anticipate, understand, and meet or exceed customers' expectations
Configure Cognition workstations and servers, perform software installations and updates, and monitor all servers and workstations
Know his/her responsibilities and fulfill them with urgency, passion and energy
Take a forward-looking approach to make ideas happen and anticipate customer needs and market opportunities
Share information, resources, knowledge, and ideas
Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur
Proactively provide written technical problem/solution documents for customer and internal technical solutions