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SOLUTIONS

Technical Support Engineer - Tier II

Support | Atlanta, GA, United States | AMERICAS

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Under minimal supervision, serve as Tier 1/Tier 2 troubleshooter and escalation point for Nexidia’s OnDemand Managed Service deployments.
  • Monitor OnDemand deployments to ensure daily licensed volume of data is received and troubleshoot as necessary.
  • Serve as a Tier 2 troubleshooter and escalation point for Nexidia licensed deployments.
  • Communicate with customers directly via telephone and e-mail in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
  • Coordinate with team members to manage and contribute to daily team workload.
  • Performs and documents root-cause analysis as needed to resolve or escalate software and deployment issues.
  • Work with QA, Professional Services, IT, and Deployment Services to gather and document technical information needed to resolve or escalate product issues.
  • Contribute to process and troubleshooting documentation in the support knowledge base.
  • Help foster innovation in tools and processes to make the team more effective and efficient.
  • Adhere to defined technical support process and offer improvements as necessary.
  • Deploy and configure solutions as designed by a Solution Architect
  • Upgrade existing systems, preserving any customizations that may be in place.
  • Perform operation support tasks, such as data loads.
  • Understands and adheres to Nexidia compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.

KNOWLEDGE, SKILLS, AND ABILITIES

  • SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
  • Windows server (IIS, Windows security, optimization, and troubleshooting)
  • Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, QoS)
  • Security and encryption fundamentals (SSL/TLS, SSH, PGP)
  • Ability to read and understand program source code.
  • Web technologies (ASP.NET, XML, XSLT)
  • Meticulous about documentation and record-keeping
  • Strong communication skills (verbal, listening, reading and writing skills)
  • Demonstrated problem solving , troubleshooting and analytical skills
  • Work successfully in a strong team environment

EDUCATION AND EXPERIENCE

  • BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered
  • Minimum 4+ years of experience supporting enterprise software applications and system integrations

 


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