Production Support

Skills: HTTP, TCP/IP, UNIX, Windows, Scripting, Visio, Administrator, Citrix ICA, LDAP, Mercury, MS Project, Oracle, Project Coodinator, Public Key, Tivoli



 

This position is for 2nd shift (3 - 11)

 

Description:

Troubleshoot user problems at the desktop.  Knowledge of PC hardware, software and networking issues.  Independently resolves hardware break-fix issues, network connectivity and application related questions for third party products.  Escalates or perform server functions, particularly related to resolving issues at the desktop as well as TCP/IP connectivity and IP set-ups. Coordinates with the appropriate subject matter experts to obtain assistance to resolve concerns for proprietary applications of the client.  Assist Project Managers in the end to end process for destination moves and hardware/software upgrades.  Includes client interviews, technology evaluations and recommendations, developing integration requirements, application configuration/distribution, UAT, on site resource management, technical training and Day One support

 

This resource type focuses on gaining technical expertise and developing business relationships as well as making decisions or recommendations for solutions which may impact the overall outcome of the assignment.  Additionally, this resource should demonstrate the ability to work closely with clients/users to meet their requirements.  This level should typically be used for a mid-level, more seasoned, fully proficient resource.

 

The Distributed Systems Management team is looking for a second level Technical Support Representative who can provide a high degree of work schedule flexibility while being on call 24 hrs/day, 7 days/week.  The position involves the day to day monitoring and support of Web based applications and includes the following responsibilities:

 Daily monitoring of Web based applications and second level support in a client server environment.  Provide customers with proper level of technical support by ensuring appropriate problem escalation procedures are followed as prescribed by the problem management policy.Coordination and detect conditions that would affect customer access, as well as providing periodic problem status updates.Provide expertise and technical support for server hardware and software including;  IP dial-in software, Netscape Communicator, Internet Explorer, Windows 95/98, Windows NT Workstation / Sever, Banking applications, LAN and System Admin for NT and UNIX.Use diagnostic and analytical skills to evaluate, resolve and re-configure software and hardware problems.Identify, define, and accurately document all detected/reported problems, bugs and discrepancies within the server environment. Use automated management information system, Vantive, to track and measure assigned problem calls.Accurately assess, evaluate and record severity level for each problem detected and reported.Manage small projects that affect the Production environment.Acts as primary liaison  with the Data Center to ensure server environment is available and all problems are tracked, documented and resolved.Ensures disaster recovery site is current and operational.  Participates in periodic DR tests.Maintain product knowledge and expertise for functional areas of responsibility including;  Production  Support,  problem determination, diagnostics, notification/escalation, Change Control and Disaster Recovery policies and procedures.

 

Minimum Experience and Skills required:

Operations experience:Three - Five  years of Operations experience in Distributed Systems Management.  Thorough understanding of customer?s problems and technical needs and ability to resolve problems using second level/tier support skill set.Ability to convey technical information to customers in non-technical terms.Recognize and relate potential business and customer impacts when system problems and outages occur.Project a professional, technically confident image to internal and external customers.Manage projects within the Operations/Production environment. 

 

Technical experience:Five years of experience in providing client/server technical support.Three years hands on with Netscape Communicator and Internet Explorer required.A working knowledge of Win95/98 and Windows NT.Basic understanding of Internet access technology, communications experience with File Transfer Protocol (FTP), TCP/IP protocols, and Dial Up Networking ( DUN ).Experience in distributed computing environment.  NT LAN and System Administration a plus.Unix ( Sun Solaris ) experience helpful.

 

Other:Perform independently with minimal supervision.The ability to be adaptable to continual technological changes for both hardware and software.The ability to accommodate for shift changes to provide 24 hour support for global business environment.Business experience in Cash Management and/ or  Securities, a plus.