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GTeam FZ LLC develops and supports 25+ software products built on a variety of platforms and programming languages. We have stand-alone apps, client-server apps with a shared database; and web-based apps. We're also one of the largest employers on oDesk providing stable work to thousands of contractors with 1m+ billed hours so far.
We need Level 3 Software Support Engineers (L3s) to help solve our customers' most complex software issues. This isn't a programming job; it's a senior technical support job. L3s find out what's causing the problem and how to fix it. Level 1 Agents handle most of the communication with customers, so as an L3 your job is really to find solutions.
Learn to solve technical issues for 3+ products (with limited documentation);
Solve complex escalated technical issues;
Use our ticketing system to communicate progress;
Help the Level 1s communicate progress to customers;
Send bugs to the development team (so they can be fixed);
Write KB articles and technical notes; and
Participate in team meetings.
Our customers need full-time support so this is a full-time position. Occasionally, we will consider hiring someone part-time on a case-by-case basis.
The gross pay is $30/hour if you live outside the United States. If you are in the US, the pay is $24/hour through oDesk Payroll. (It's about the same after fees and you can access some cool benefits like health insurance!) No matter where you live, we'll pay you $1,200 for a fixed-price trial assignment if that trial leads us to hire you.
What We Need From You
We need L3s with skills in many areas: programming, database programming/administration, and systems networking. We don't expect everyone to be skilled in all areas. (But we love those who are!)
Database skills in Oracle, SQL Server, and/or MySQL.
Programming skills in ASP.Net, Java, .NET Framework, C, C++, C#, VB, and/or VB.Net.
Systems Admin / Networking skills in Windows, UNIX, and/or Linux.
All L3s need to be proficient in basic Windows operations and have better-than-average internet search skills.
All L3s need experience in troubleshooting, virtual environments, issue tracking, log investigation, and ticket management.
All L3s must be able to prioritize effectively while working multiple issues for multiple customers.
All L3s must be able to research solutions with limited documentation.
All gTeam contractors must have:
Great communication skills (English)
Ability to handle an environment where we continuously improve our core support systems and processes.
Process Adherence – you have to work the way we do.
Skype video capability
40 hrs/wk available mainly between 8am and 6pm US Eastern Time when most of our customers are available. If you need to work different hours, ask your supervisor.
Willing to work through an approved staffing/payment platform (e.g., oDesk, Elance)
We need verifiable identification, online skills tests, and a brief Skype video interview. This part isn't paid, but it's less than a week. If you’re motivated, you can be done in a few hours. There is 1 testing session which includes 5 tests and will take a few hours to complete.
Try out the job. During a one-week fixed-price trial assignment, prove to us that we should hire you. If you demonstrate progress and dedication, we may have other positions for you even if you don’t get the assignment quite right.
How to start:
We’ll make you a fixed-price offer to start qualifying, and you’ll get detailed instructions as soon as you accept this offer for the test phase. (This is not the paid part, but it’s how we get you into the appropriate recruiting team room.)
Click “Apply for this Position” below.