Sr. Technical Support Engineer (Lev II)

Job Description:With over 60 offices in North America, Ajilon Consulting has provided a full spectrum of IT services to our clients in various industries for over 35 years. An industry leader in IT business solutions, we know that talent and skill are what build success, so we look for top notch, experienced IT professionals to join our team. Senior Technical Support Engineer (Level II)Job Description/ResponsibilitiesReporting to the Manager of Global Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. Looking for someone with a developer background who likes supporting customers. Candidate needs to have experience working on enterprise applications and providing enterprise services potentially. Experiencing administrating Websphere and possibly Oracle would be a plus. . Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problem. . Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required . Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc. . Assist Account Managers and Field Service Engineers (FSE's) in escalation situations. . Lead cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management. . Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction. . Provides backup support for Level 1 Help Desk on all related functions. Escalation point of contact interfacing with Customers, Sustaining Engineering, Account Managers, Field Service Engineers, and Consulting Services. . Prioritize tasks to meet deadlines. . 24x7 on-call support. Track, troubleshoot, update, escalate, and close customer support cases as appropriate.. Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices.. Meet department target objectives on response and resolution times.. Must be able to understand complex, customer specific environments to more readily resolve specific issues.Additional Responsibilities:. Handling escalation issues and provides technical expertise. Mentoring customer support engineers by cross training and providing training presentations.. Participate in technical training/QA/beta testing activities. Participate in new products technical support and delivery reviews. Assist in the generation and review of technical materials and bulletins. Document technical knowledge base articles and in product presentations and demonstrations as needed.. Traveling (10 to 15%) of time You can view all of our jobs online at http://www.ajilonconsulting.com



Job Experience:Requirements. BA/BS Computer Science degree or equivalent experience. . Previous customer management and technical escalation experience.. Advanced Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux) . Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction.. Strong Systems administration, network infrastructure, enterprising application and troubleshooting skills. . Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment. . Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills.. 3 to 4 years of Oracle database experience. . 5 years of experience in Software development support. Experience in Web Server Administration (Websphere or Weblogic).. Required experience with supporting enterprise applications . Familiar with JSP, JDBC, BEA weblogic, HTML, web servers, application servers, integration servers and database servers . 3-7 years of experience in HW/SW development or technical/customer support role . Individual needs to be hard-working, a self-starter, and highly motivated.. Strong team player who enjoys working in a fast paced team atmosphere. Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer. Must enjoy high pressure situations.. Excellent written and oral communication skills in English. Must be able to effectively and comfortably communicate with all types of individuals from the customer technical expert to the customer executive management.Expected Travel Time: About 25%