Support Engineer III
DESCRIPTION
Provides ongoing systems analysis and support, including installation, customization, maintenance, and troubleshooting of hardware/software systems. Provides technical support and advises on the use of programming tools, database systems, and networks. Provides support to address availability and reliability issues on systems (Windows/Unix/AWS Services) across multiple locations. Operational responsibilities include remediation of daily incident tickets, system compliance responsibilities, system run enhancement testing and staging, policy/procedure enhancements and adherence, client contact coordination, and operational recommendations. Monitors and tunes the system to achieve optimum performance levels in standalone and multi-tiered environments. Implements appropriate levels of system security. May prescribe system backup / disaster recovery procedures and directs recovery operations in the event of destruction of all or part of the operating system or other system components. Ensures 24x7 after-hour support via on-call rotation.
Key job responsibilities
• Designs, installs, tests, tunes, and maintains systems, utility programs, monitoring tools, and other system components / infrastructure.
• Recommends and implements modifications to the environment, including troubleshooting of faulty systems, hardware, and software.
• Provides technical and functional support for team and system users.
• Responsible for system administration and configuration.
• Addresses system and technical problems of considerable complexity, difficulty, and importance.
• Leads root cause evaluation and determination.
• Leads major incident communication, ensuring messages are clear and appropriate for the consuming audience.
• Follows up with business partners before and after incidents to gather feedback and improve communication going forward.
• Creates automated application maintenance and deployment processes.
• Leads and manages vendor interface for system support issues and escalations.
• Works with technical and non-technical clients to resolve design and implementation issues.
• Identifies documentation and / or training gaps, recommending solutions as required.
• Writes, creates, and enforces controls.
BASIC QUALIFICATIONS
- 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- General knowledge of processes and tools used for system management, problem reporting, change management, and overall system support
PREFERRED QUALIFICATIONS
- Knowledge of web services, distributed systems, and web application development
- Knowledge of networking protocols such as HTTP, DNS and TCP/IP
- Understanding of different operating systems, databases, and AWS services
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