JOB DUTIES AND RESPONSIBILITIES (include but are not
limited to):
- Field incoming problem
tickets from end users to resolve application and software issues within
servers, databases, and other mission-critical systems.
- Analyze results, make
recommendations for support process improvement, and implement changes.
- Document all pertinent
end user identification information, including name, department, contact
information, and nature of problem or issue.
- Record, track, and
document the problem-solving process, including all successful and
unsuccessful decisions made, and actions taken, through to final
resolution.
- Communicate application
problems and issues to key stakeholders, including management, development
teams, end users, and unit leaders.
- Test fixes and perform
post-resolution follow-ups to ensure problems have been adequately
resolved.
- Apply diagnostic
utilities to aid in troubleshooting.
- Manage and/or provide
guidance to junior members of the team.
Requirements
MINIMUM QUALIFICATIONS
Education:
- A bachelor’s degree in
IT and/or equivalent work experience
- 2-4 years of experience
in the field or in a related area
Experience:
- In-depth, hands-on
knowledge of and experience with enterprise applications
- Proven experience with
troubleshooting principles, methodologies, and issue resolution
techniques.
- Basic knowledge of SQL*
- Basic knowledge of C#
- Ability to create
reports (data mine) using C#
- Basic knowledge of
system security
- Good knowledge of
Windows
- Good knowledge of Excel
Other Skills/Knowledge:
- Highly self-motivated
and directed.
- Professional attitude
and attire
- Reliable
- Ability to absorb new
ideas and concepts quickly.
- Good analytical and
problem-solving abilities.
- Ability to effectively
prioritize and execute tasks in a high-pressure environment.
- Ability to conduct
research into software development and delivery concepts, as well as
technical application issues.
- Ability to present ideas
in business-friendly and user-friendly language.
- Very strong customer
service orientation.
- Excellent written, oral,
interpersonal, and presentation skills.
- Experience working in a
team-oriented, collaborative environment.