Systems Support Engineer I

Systems Support Engineer I

Requirements

• BS Business Administration, Computer Science, Engineering, or other technical degree or equivalent experience
• Previous technical support (success in Level One customer-facing roles) and experience in IT application or infrastructure with a focus on DBA, server, storage, backup, and network
• Proven ability to utilize CRM data, product documentation, and other resources to research and resolve client technical issues
• IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
• Strong understanding of hardware and software compatibility ( i.e., rev. levels, firmware, versions, etc.), installation, and configuration
• Ability to obtain a Public Trust clearance

Responsibilities

• Accept calls, alerts, and escalations from customers and the Level 1 operations team within specified timeframes
• Handle incoming calls/tickets from multiple additional clients during downtime from the primary client
• Act as the point of contact for user incidents reported by telephone, email, and remote monitoring tools ensuring all processes and agreed upon standards are followed
• Consistently meet/exceed customer account needs; identify opportunities to enhance the delivery of company service and support goals
• Engage in IT certification programs to develop subject matter expertise
• Work independently with a focused direction while adding value and contributing to overall team performance
• Maintain accuracy of all reports/audits and documentation based on Red River and customer-defined system specifications
• Ensure log entries to the ticketing system are accurate, concise, and timely to meet internal and client SLAs (service-level agreements)
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates
• Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
• Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership
• Keep current on new releases, updates, and changes to internal run book procedures
• Continually pursue ongoing training and development opportunities to advance skill sets and, in turn, the ability to effectively deliver to customers
• Maintain a clear understanding of the interdependencies that problem, change, and configuration management processes have on good incident management practices
• Act as a mentor to Red River interns
• Provide after-hours on-call support as required
• Other business duties as assigned

Preferred Qualifications

• Technical working knowledge in (2 or more of the following): Oracle DB 10g-12, Oracle RAC, Windows Server, MS SQL, Veeam/ActiveIO, HP Data Protector, WebLogic, and other major OEM’s required
• Working knowledge of Service Desk ITSM management solutions from ServiceNow, Splunk, and ScienceLogic