Technical Support Analyst PC Products

Job ID: 766Position Description: This position reports to the Technical Support Team Leader (for the Distributed Environment). The individual works closely with the Development team, the Customer Service team, and SunGard clients in order to support SunGard products.Essential Responsibilities:•Include but not limited to the following:•Day-to-day Activities Within Technical Support•Support all technical aspects of SunGard’s PC Products, primarily Windows based•Directly follow-up with Development and/or Customer Service contacts to ensure satisfactory resolution•Servicing client requests / issues can include working with other Technical resources within SunGard e.g. Data Centers; Network, DMIS/IT, etc•Consistently update tickets and communicate progress•Escalate issues as appropriate•Enterprise/Apollo/Engine Upgrade and Release Responsibilities•Function as a Primary resource to update map changes to Linux ASP environments, and Windows ASP environments•Update Technical Support documentation as necessary, to create easy repeatable steps for deployments and troubleshooting•Track each patch of each InvestOne Engine release, and coordinate PC Product availability•Attend appropriate monthly move meetings•Review and update the Technical Release Notes for releases and patches•Publish new releases, patches, and Functional and Technical Release Notes for both internal and client distribution•Ship releases to clients when necessary•Off-Hours Support•During off-hours, provide support for priority tasks and projects•Assigned Tasks & Projects•Work on assigned projects/tasks as assigned by the Team Leader/Manager.•Qualifications:•To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.•Bachelor's Degree in Computer Science or equivalent desirable•Motivated self-starter; can work with minimal supervision•High energy team player•Excellent organizational skills and detail oriented•Excellent written and verbal communication skills to work in a fast-paced environment•Some Project Management skills necessary•Ability to manage multiple priorities•Weekend/evening support as requiredMandatory Skills•Microsoft IIS experience – Configuration & Management•Minimum of 3-5 years experience in a Windows support environment•Services•Registry use•Component management•File/directory permissions•Basic Linux file/directory manipulation•Basic IP networking skills•RDBMS SQL knowledge•Preferable skills but not required:•Understanding of technologies such as ASP, VB, C++, COM+, DLLs•Secure ftp/scp .Additional Information:Travel Percentage: 15%