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Support Engineer

Eingestellt von Computer Professional Staffing

Gesuchte Skills: Support, Engineer

Projektbeschreibung

1 year,

Requirements:
Technical Requirements:
BS degree in Computer Science, Information Systems or related field or equivalent work experience. 5+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development. 2+ years working experience in a UNIX environment. Understanding of Oracle and SQL table structures. Functional understanding of company Applications. Strong troubleshooting and error analysis skills. Working knowledge of database environment, utilities and SQL.

Required Interpersonal Skills
Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients. Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and troubleshooting techniques. Strong prioritization skills in a fast paced, time sensitive environment. Good interpersonal skills. Good control and follow-up skills. Good decision making skills. Proactive Listening. Strong leadership skills. The ability to excel in a team environment is essential under limited supervision.

Required Time Management Skills:
Strong prioritization skills in a fast paced, time sensitive environment. Demonstrated accountability for resolution of issues. Estimate risk analysis while working on at hand issues. Identification of tasks and associated hours. Ability to communicate status updates to team and management.

Overview
The Support Engineer provides technical second-level product support for company's Applications. Responsible for creation and tracking of trouble tickets and resolution of escalated support incidents. Answers technical support queries and implements fixes for application problems. Works on cross-functional teams to proactively address support issues. Creates and maintains documentation for supported applications. Coordinates with customers to resolve technical support issues.

Principal Duties and Responsibilities:
Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required. Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns. Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation. Generate internal reports and documents to support future business opportunity as well as analysing and giving problem resolution to the following departments (Product Management, Client Relations, and Sales). Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, issues, and concerns that require production program changes. Identify areas of improvement and potentially develop software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators. Execute the annual Disaster Recovery test. Execute the annual required audits (eg ISO, SAS,). Share knowledge and best practices with other company personnel. Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction. Communicate with customers while investigating or providing problem resolution. Answer escalation questions for internal colleagues where appropriate. Potential off-hours escalations that may require being available on nights and/or weekends. Perform other appropriate duties as requested.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Computer Professional Staffing