Support Analyst Tier 1 -NIGHT SHIFT

Interested and qualified candidates can submit resumes to lspraggins@comsys.com for consideration. Please refer to job # J-10-438-363 in the subject line. Don't forget to indicate which shift you are interested in. Flexibility for either or both is highly appreciated. This is a PC applications support job for someone who is only wants to do Tier One Support. This is not a gateway position to another opportunity. We need someone who likes doing Tier One Support, has PC application support history, and who wants to work night shift.This is a three month contract to hire opportunity for two Support Analyst (Tier 1) positions working the NIGHT SHIFT with our client in downtown Seattle, WA.We are trying to fill two night time shifts that has come available:10pm to 7am (off Friday and Saturday)7pm to 4am (off Sunday and Monday)Duties:Support Analysts will provide application support for one or more 24X7 mission critical business applications delivering high volume transaction processing for our Fortune 100 clients. This includes issue triage, tracking, escalation and resolution. Support Analysts are the critical single point of contact for application, connectivity and processing issues for internal and external clients.The Support Analysts need to thrive in a fast-paced environment, possessing a good balance of customer service/customer "care" skills, as well as technical expertise. Support Analysts must have a strong understanding of networking and computing concepts (Web, application, database, Oracle, Win2K, Linux, TCP/IP). Many support issues are unscripted and depend on general troubleshooting skills for initial triage. The Support Analysts must efficiently analyze and resolve problems, provide clear and concise responses to customers' questions in both written and verbal forms, and consistently find a path to customer satisfaction.Responsibilities for Support Analyst Tier 1 Act as the initial contact, answering emails and some calls from customers in the field. Monitor day-to-day production application activities and ensure successful completion. Monitor the Support Inbox emails as prioritized by the Support Team on a daily basis. Identify and resolve problem emails; respond accordingly to the customer via email, ticket updates, and/or phone calls. Update the documentation for problem identification and resolution. Observe system activities, job schedulers, and monitoring tools; identify issues or potential issues and resolve or escalate accordingly. Review and analyze system monitoring reports. Track tickets, reply to emails, and resolve routine Trouble Tickets. Troubleshoot issues with proper escalation as necessary to achieve optimal trouble resolution times. Provide on call production support, 7 day/24 hours a day on a rotating basis. Monitor production activities and processes using provided tools. Accurately and completely document support calls with provided tools. Interacts with end users and other IT departments. Documents support procedures. Keep the team informed of outstanding and emerging customer issues. Responsible for handling customer calls with a positive problem-solving attitude. Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification and communicating with customers regularly regarding issue status. Meet or exceed established SLAs for resolving customer issues. Properly code trouble tickets using ticket classification guidelines. Utilize online resources such as the Knowledgebase to resolve customer issues. Provide input for troubleshooting scripts and diagnostic tools. Acts as a liaison between customers and Operations, Client Services, Development and Engineering groups, escalating open and emerging issues with detailed definition in conjunction with the team lead. Work with the team to refine and extend procedures and tools as needed.Skills Required for Tier 1: 3 years related experience, preferably some experience in a 24x7 mission critical environment with a hosted application environment that serves external customers. Knowledge of database principles, Win2K, TCP/IP, and hosted application environments. Experience with production support of a high volume transaction and integration platform, preferred but not required. Strong customer service skills. Sound problem resolution and judgment. Ability to take the initiative and learn quickly. Bachelors degree or equivalent work experience. Please note, we are not in need of someone who has advanced to tier 3 support, network administration or has moved into an operations role. 15% of the work is phone based. 85% of the work is e-mail based. There is a high volume of trouble tickets, so someone who has a sense of urgency in processing transactions with quick turn-around is ideal for this job. There are service level requirements, so customer service skills are a MUST. Individuals who have had some NOC, computer operator, or data center experience would be considered.Only those candidates who have supported day to day real time mission control applications will be considered. This job is basically working for a company that transfers protocols and data from suppliers to trading partners, both in-bound and out-bound. The job is data intensive, involving:- transfer and recovery of data- making sure file transfers are completed properly- connection issues- invalid data tracking issues- customer service and customer issue resolution.The client uses the following systems/applications/tools: Java, J2EE with an Oracle backend, JBoss server, and TCP/IP. The individual in this position will not be dealing with any development components. Oracle troubleshooting is a nice to have skill, but not a must have.Please note as well that those candidates selected for the position (s) will undergo a criminal background check before being able to start. Apply Now Location: SEATTLEStatus: Full Time, Temporary/Contract/ProjectJob Category: IT/Software DevelopmentCareer Level: Experienced (Non-Manager) About COMSYS COMSYS IT Partners, Inc. (NASDAQ: CITP) is a leading information technology services company with 44 offices across the U.S. and offices in Canada and the U.K. Leveraging more than 30 years of experience, COMSYS service offerings include contingent staff aug-mentation, permanent recruiting and placement, vendor management and project solutions, including network design and management, customized software development and maintenance, software globalization/localization translation services and implementation and upgrade services for SAS, business intelligence and various ERP packages. For more information, visit www.comsys.com.COMSYS is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. View all COMSYS opportunities Learn more about COMSYS at www.comsys.com