Opportunities in the Upfront Portfolio


Support Engineer



Customer Service
Bengaluru, Karnataka, India · India
Posted on Monday, July 1, 2024

Job Summary:

Kofax Capture Document Imaging software Support engineer role is positioned to offer IT technical support services on IT systems enabling Document Capture and document delivery services at Iron Mountain across Global sites. DMS support Engineer engages with Scan operations staff across sites to, diagnose, detect and fix DMS Systems technical issues restoring IT systems to steady state operations.

Essential/Key Areas of Responsibility:

  • Shall offer DMS IT technical support services to imaging operations across Global sites.

  • Engage with document Imaging site managers and supervisors to resolve systems issues timely resulting into customer delight.

  • Drive resolution for complex DMS IT system issues with very high impact.

  • Install Imaging server and client software, configure all application components.

  • Install and configure scanners of multiple make and models.

  • Proactively manage and monitor document work queues across multiple sites.

  • Liaise with product vendor to troubleshoot complex Imaging problems.

Educational & Experience Requirements:

  • Three or four year Graduate degree

  • Candidate should have experience offering IT support services for about 3 to 7 years with increase in roles through the support experience.

  • Should have a very good understanding of document imaging systems and Kofax Capture 9.0 or 10.0

  • Experience in working with different component of Document management systems such as Capture, Delivery & Storage would be an advantage.

  • Experience in Installing, configure, troubleshooting document imaging scanners or Kofax capture

  • Experience in working with distributed imaging systems.

  • Candidate should possess strong analytical skills.

  • Certifications in Document Imaging products or business would be advantage Competencies

Technical Skills and Proficiency:

  • Has knowledge and experience of Kofax Capture 9.0 or 10.0 Support

  • Has one to 2 years of Kofax capture 9.0 and 10.0 environment trouble shooting

  • Has experiencing installing and configuring Kofax Capture

  • Has worked with Document management systems for 1 to 3 years at least o Should have experience working with IT systems problem management tools such as (HP Service Manager, Clarify, ServiceNow, Jira etc...)

  • Candidate should very good Knowledge of windows of Operating systems.

  • Ability to drive issue resolution independently.

  • Candidate should have exposure and experience in driving RCA for permanent solutions.

  • Should have basic to moderate knowledge of databases and SQL.

Basic Skills:

  • Strong organizational, interpersonal and analytical skills.

  • Ability to multi task and be able progress work on multiple tracks in the same day.

  • Proficient with verbal (oral) and written communication

  • Strong ability to plan, prioritize work and perform timely follow ups.

Professional attributes:

  • Exhibit a superior level of customer service and satisfaction for both internal support groups and external customers

  • Excellent problem solving, detail oriented and organizational skills

  • Effective communicator

  • Integrity

  • Successful adaptation to and managing change

  • Attention to detail (both oral and written)

  • Demonstrates professionalism on every day job and tasks

  • Effective time & priority management

Skill set, experience, and behaviors:

  • Ability to demonstrate creative thinking

  • Ability to develop relationships

  • Ability to manage/work well with the team and efficiently distribute expertise Industry and/or company knowledge

  • Must exhibit a positive approach and the ability to work efficiently as an individual contributor and a process/tech lead

  • Solid process background (domain and process knowledge)

  • Strong willingness to learn new processes, dive into challenges and provide direction

  • Understand the domain and technical components of the job

  • Ability to participate in the ideation process and produces the documentation and trains the team on the re-engineered process to meet internal commitments on a continued basis.

Career Opportunities

Individuals demonstrating success and proficiency in this role may later advance to positions with increased responsibilities in the Global DMS IT Service delivery team.

Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0075978