Install new systems and upgrades, both remotely over phone and on site
System preparation and bench testing
Software testing of new features and changes prior to release
Field incoming calls from clients and answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
Follow the issue from start to finish, including escalation to development and programming when necessary
Perform root-cause analysis on issues and make recommendations for corrective action
Track projects and tickets in issue tracking system
Create white papers, videos and other instructive materials for use by our clients and the internal team
Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
Other responsibilities as assigned

What You’ll Need:
Experience in Computer Science, Databases, IT, Networks or Business Information Systems
Knowledge and use of Microsoft Windows 7, 2000, XP, Vista; Microsoft Server 2003 and 2008
Experience with Microsoft Word and Excel
SQL experience is preferred
Working knowledge of HTML and other web-based tools preferred
Minimum 2 years of technical and customer service experience
Basic knowledge of database structure, remote access (VPN) and networks, with the ability to increase this knowledge
Experience in a fast-moving environment
Strong communication skills
Strong time management, organization and decision-making skills
Ability to systematically identify and solve sometimes obscure problems within a web-based commerce product in a client/server environment

Compensation and Benefits:
Competitive base salary commensurate with track record and experience
Major medical and dental insurance
401k plan
Paid vacation and holidays
Personal days
Live and work in a great location

Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment and financial markets. Ideal’s rapidly growing client base, aggressive product development path and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities. Applicants with previous experience will be given priority.