Senior Application (Technical) Support Engineer

 

 

Job Title:
Application (Technical) Support Engineer, Senior

Challenging position as an Application Support Engineer, providing application and infrastructure support to clients (internal and external) using software products developed by S1 for the financial/banking services industry and retail Point of Sale systems.  Earn a highly competitive salary while applying your skills as a member of a focused, technically competent Application Hosting team that prides itself in providing excellent service levels to our clients.  This position requires a passion for problem solving, a deep understanding of supporting software applications, proven advanced trouble-shooting skills, and the ability to learn new concepts quickly.

Required Skills and Experience:

·         Bachelors degree in CS/MIS or related field –or- equivalent technical/training courses/programs –or- equivalent work experience (6+ years).

·         Experience with and the ability to integrate a variety of software components to a hosting solution, including Windows Active Directory, Citrix, FTP, proprietary software applications, etc.

·         Strong technical troubleshooting skills, including research of software application errors, issue re-creation, read/diagnose log files.  Ability to “think outside the box�.

·         Significant experience with Windows/Web Server/SQL Server experience.

·         Proven Customer Service/Support skills, supporting internal and external customers.  Requires exceptional verbal and written communication skills.  Ability to clearly communicate action plans, work performed and case details to customers and/or management.


Preferred Skills:

·         Experience working with relational databases (MSSQL, Oracle, SQL Server), with the ability to write moderately complex SQL queries

·         Previous employment for software company, supporting a software application is a huge bonus.

·         Knowledge of banking industry and/or banking software a plus.

Position Summary:

The Application Support Engineer position provides technical support, software release installation and monitoring to clients, as well as internal S1 departments (Professional Services, Relationship/Account Management, System Administration and Product Engineering). This position is responsible for diagnosing, troubleshooting, repairing, installing, monitoring and documenting complex computer system and/or software issues and questions.

·         Essential Duties and Responsibilities include the following, which must be performed satisfactorily. Other duties may be assigned as needed:

o        Provide customer/Application support via clients and internal S1 departments.

o        Troubleshoot/Resolve customer problems of various complexities in a highly technical environment. Customer issues may be related to code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment.

o        Thoroughly document all research/conversations utilizing a case tracking system.  Regularly update customer of ongoing troubleshooting and resolution efforts, as dictated by published guidelines based on issue severity.

o        Must be able to manage an individual open case queue or projects while being assigned new cases or projects on a daily basis.  May also receive escalated cases from customers or management, and must be able to prioritize accordingly.

o        Document and report product/application defects to Development or Professional Services team(s).

o        Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines.

o        Develop and maintain effective relationships with internal and external S1 customers.

o        Follow internal change control process to implement any required production modifications.

o        Assist with testing emergency product fixes received from Product Development/Level 3 Support, as needed.

o        May make data repairs in a production environment, requiring extreme care and attention to detail.

o        Participate in rotating 24x7 “on call� coverage for severity 1 and 2 issues.  

o        May be required to train customers on product functionality as needed (normally groups no larger than three customers).

o        Communicate customer status, concerns, and issues to the appropriate internal S1 personnel (including Support Management, Hosted Services Management, Relationship/Account Manager) as needed.