Department: Customer Support & Services
Location: Office location in Billerica, Massachusetts

Job Description

• Provide phone support to customers as needed in a mission critical 24X7 production environment
• Fine-tune and install Orbograph software at customer sites to achieve maximum performance
• Conduct technical training for end-users and resellers
• Provide technical sales support
• Support customers remotely and on-site
• Participate in "On-Call" rotation to support our customer base and our web infrastructure
• Support and participate in product integration with our channel partners
• Willing to travel at least 75% within the USA

Qualifications and Characteristics - Required

• Comprehensive knowledge in computers and general information technology
• At least one year experience of customer-facing technical support (remote and on-site)
• Demonstrated history of superior customer service/customer focus skills
• Possess detailed knowledge of Windows NT/XP Operating Systems (installation, problem debugging and network configuration)
• In-depth knowledge of LAN/WAN architecture and security (Firewalls and VPN)
• Cisco or Checkpoint firewall and VPN experience a plus
• Previous experience analyzing network sniffer captures a plus
• Database maintenance and administration skills
• Microsoft SQL/MySQL database experience and/or certification a plus
• Excellent communication skills at all levels is a must (peers, management and customers)
• Excellent follow up skills required and the ability to work in a team oriented environment with colleagues in the USA and Israel
• Excellent presentation skills
• Hard worker, reliable, proven troubleshooter and ambitious

Beneficial Attributes

• A graduate degree (B.S.) in Computer Science or Information Technology
• Previous experience in software integration/support in a Windows environment
• Knowledge of any of the following programming languages a plus:
• C++ 
• C# 
• Java 
• PHP/Perl 
• Experience with check or document imaging, form processing or general banking industry 
• Microsoft or other networking certifications 
• Microsoft Windows server certification (server 2003/2008) a plus
• Background in IT Office Support
• Formal Customer Service Training

Orbograph is a wholly owned subsidiary of Orbotech, Inc. (NASDAQ: ORBK), a world-leading provider of machine vision solutions for high-tech manufacturing and document imaging.