Technical Support Web Engineers

Technical Support Engineers will be responsible for providing second tier support services to business partners and employees in their use of web-based internet enabled applications. Job function includes application and connectivity support of both custom applications and 3rd party utilities used for web enabled applications. Position requires 24/7 after hours on-call support with a rotating weekly schedule.

 
Primary Responsibilities
1) Execute incident management standard process steps upon notification of escalations from first tier support, application development teams, operational monitors and business project sponsors.
2) Perform standard diagnostic process steps to identify source of the issue and then escalate to appropriate area (operations, application development). If the issues is limited to the client configuration then work with the customer to resolve.
3) Maintain communications with the customer and in the event of system wide outages provide incremental updates regarding root cause and estimated time to resolution.
4) Initiate and execute root cause analysis and problem management process steps. Coordinate the participation of resources from application development and IT operations when required.

 
Required General Skills
1) Secured site Internet application 2nd tier support experience.
2) Experience supporting remote customers via telephone.
3) Skilled in troubleshooting web based applications, internet connectivity isues and diagnosing issues with firewalls, proxy servers, and ISP providers.

 
Required Technical Skills
1) Analyst-Production Support - Intermediate with 4 year(s) experience.
2) Operations-Technical Support - Intermediate with 2 year(s) experience.

 
Preferred Technical Skills
1) Analyst-Business Application Support - Intermediate with 4 year(s) experience.
-2nd/3rd Tier support experience -Project management and application -development methodologies knowledge
2) Operations-Technical Support - Intermediate with 2 year(s) experience.
-MCSE or MCP certification -Test management experience -Experience with web site statistical reporting packages -Experience with web site monitoring tools