Support agents will manage MyServices tickets and Sentinus situations to resolution in a 24/7/365 environment using the knowledge articles and best practices. Support agents will also respond to requests and assist on the implementation of changes and tasks using guided instructions to perform the tasks.
Daily efforts will include performing scheduled actions or responding to automated alerts to maintain an application or other platform with a priority on the production environment and best efforts for lower environments. This includes but is not limited to the following:
• Troubleshooting stoppages
• Repairing bugs
• Documenting application performance
• Coordinating with technology and/or infrastructure management to resolve issues, create enhancements/fixes to prevent future issues, and track implementation of the fixes
• Running business processing via schedulers and runbooks
Qualifications:
- Bachelor's degree in computer science, computer engineering or related field required.
- 5 years working experience required.
- AWS certified
- Basic knowledge of programming languages in order to comprehend reading code and basic functions.
- Ability to create business solutions that increase competitive advantage.
- Ability to exercise good judgment in selecting methods and techniques for obtaining solutions.
- Project management skills in order to handle diverse projects, often times simultaneously, and meet aggressive deadlines.
- Ability to solve technical problems/ processes and understand complex details.
- Ability to increase operating efficiency and produce high quality technical solutions.
- A high level of interpersonal and verbal communication skills necessary to relate to other people at their systems knowledge level.
- Ability to analyze complex situations and problems & do the necessary research using multiple sources of information to arrive at innovative solutions.
Skills:
Exposure to a ticket tracking tool such as Remedy, ServiceNow, Sentinus
• Ability to multitask and handle a high volume fast paced environment
• Ability to work independently as well as with a team
• Ability to follow strict guidelines
• Dependable employee with flexible work hours
• Existing knowledge and skills with at least two of the following: -
· AWS and EC2 instances
· Messaging products like Tibco EMS or MQ
· UNIX
• Experience working in and with a Knowledge Base
• Experience working in an environment with SLAs
• Excellent written and verbal communication skills
• Excellent organization and communication skills.
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
