Honeywell Software Support Analyst/Enterprise Security Solutions 

United States 

710794100

As a here at Honeywell, you will provide software support for internally developed Enterprise client-server and web-based applications connected to a SQL Server database and aids in deployment in the field. You will be expected to gain a thorough understanding of product architecture, technical components, and application functionality in order to support the external customer base.

KEY RESPONSIBILITIES

• Resolves customer inquiries by responding to telephone calls and email requests for technical, application, and deployment support.
• Delivers timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
• Reviews, analyzes, and evaluates application functions and user needs in order to instruct and advise users in use of software, manuals, and other documentation.
• Designs and creates SQL scripts and utilities and uses knowledge based tools to solve complex technical issues.
• Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication.
• Manages customer situations where a customer is experiencing greater than normal difficulties. Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary.
• Interfaces with R&D resources to bring escalated issues to resolution.
• Sets up lab environments to conduct testing and reproduce issues. Verifies issue resolution by creating & executing software test plans and documents results.
• Responsible for the installation of enterprise-level software in our customers’ MS SQL server environments.
• Provide customer training for MAS software, both locally and at the customers’ sites.
• Provide on-site consulting and support for customers who are “going live” on the MAS software
• Expected to provide on-call coverage during non-business hours and weekends on a rotating schedule. Due to the mission critical nature of problems that could result in the loss of life and property, this requires the ability to independently analyze, diagnose, and resolve critical problems in a very short time frame.

California - The salary range for this position is $58000 - 73000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations

YOU MUST HAVE

• 2 yrs+ years of relevant customer/technical support experience
• Enjoys helping customers use software tools to find solutions to business problems
• Experience working with enterprise, database, Internet, spreadsheet, email, word processing, & CRM software
• Knowledge of relational databases and SQL Server Query Analyzer
• Troubleshoots effectively using reading, probing, analyzing, and interpreting skills
• Able to effectively communicate verbally and in writing to customers and peers
• Both people and results oriented/able to inspire trust
• Ability to exercise independent judgment in assessing priority and severity of issues
• Able to work independently or collaboratively as part of a team
• Able to manage a variety of customer situations
• Familiar with concepts of interfacing third-party hardware and software

WE VALUE

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Prior software support experience
• Familiarity with central station business operations and alarm processing
• May be assigned special projects including documentation review, beta participation, product demos, and presenting technical forums.
• Microsoft SQL Server certifications
• Experience with networking components, TCP/IP, and ODBC is helpful.
• Curious about how things work & demonstrates creativity in problem solving
• Self-motivated, pursues training/development opportunities, continuously builds skills
• Multi-lingual (French/Spanish) in addition to English a plus

• JOB ID: HRD247214
• Category: Customer Experience
• Location: Suites 100 & 150, 2955 Red Hill Avenue,Costa Mesa,California,92626,United States
• Nonexempt