Onbase Support Engineer

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary:

Onbase Support Engineer role Reports to the IT Service delivery manager.

Provides post-sale support services to customers to coordinate and execute product/services implementation projects including installation, troubleshooting, problem resolution, and maintenance of products and service.
The Support Engineer is primarily responsible for providing technical support for our enterprise clients via multiple communication channels, proactively identifying, communicating & assisting clients in resolving known
software issues, working with clients to licence and provide configuration services for software modules, and troubleshooting installation, configuration and environmental issues identified by customers. Support Engineer
provides day-to-day system administration support for the solution. Provides patching and server recommendations for on prim solution. Knowledgeable in both on prim and hosted solutions.

This role will have fixed hours with a need to cover other regional areas for Onbase customer Support.

Accountabilities:
● Supports OnBase solutions dealing in areas of document capture, document storage, workflow, and other OnBase areas.
● Knowledgeable with OnBase Configuration, OnBase Client, OnBase Unity Client, OnBase Studio, OnBase Web Client, Hyland Unity Management Console of EP3 and later
● Support customers with test transactions and run tests to find errors and confirm the program meets specifications.
● Troubleshooting issues.
● Architect system requirements for data, workflow, logical processes, hardware and operating system environment, interfaces with other systems, internal and external checks and controls, and outputs
● Provide guidance to project team members on developing, testing, installing, and updating both customizable software and custom built applications
● Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success
● Support solution day-to-day operations and system administration.
● Fully participate in Agile team retrospectives to provide recommendations for improving software and processes.
● Work with both technical and non-technical staff to develop a training plan and training materials, and train end users, technical support staff, and internal staff to use programs
● Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success

Requirements:

● Bachelor’s or higher degree in a related field, or its equivalent, related to this field of work or work experience related to job description and the necessary competencies.
● Strong experience with systems support, troubleshooting, and resolution
● Experience with OnBase System software version 18 or higher
● Experience working with on prim patching
● Experience creating & modifying workflows
● Experience expanding & modifying solutions
● Strong DIP experience and troubleshooting
● OnBase certification required

Category: Information Technology