Reiger Technical Search - IT Recruiters

Tier 2 Application Support Engineer

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Location
Columbus, OH
Salary
$50,000 - $75,000
Job Type
Direct Hire
Degree
Bachelor
Date
Jan 11, 2017
Job ID
2315680
Tier 2 Application Support Engineer
 
 
SUMMARY:
This position is responsible for tier II technical support of Enterprise Information Management solutions.  While supporting advanced application and system issues received from Managed Services customers, this position is also responsible for identifying trends and/or documenting known issues.  This position is responsible for reviewing tickets and following up with users and/or other Support groups to ensure client satisfaction and timely resolutions. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Performs tier II support for Managed Services customers- quickly discerns and prioritizes all incoming requests and tickets.
  • Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions. 
  • Will focus on Application configuration, Data Quality, ETL, and workflow with some Java as well.
  • Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
  • Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
  • Maintains information within a knowledge-based computer system.  Includes data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
  • Provides on-call support during off hours and weekends on occasion.
  • Gathers and qualifies functional and technical requirements. Vets design, development and unit testing results with clients for validation.
  • Collaborates with test leads to document, plan and execute solution testing.
 
GENERAL SKILLS AND APTITUDES:
  • Experience and skills with relational databases and SQL, especially Oracle and MS SQL Server.  Must have the ability to analyze database structures, data and troubleshoot errors/issues and performance.
  • 9+ months experience with the Java programming language or Informatica, ETL, Data quality, application configuration
  • Working knowledge of Eclipse IDE Development tools (plus - not mandatory)
  • Understand of log4j logging definitions and levels (plus - not mandatory)
  • Working knowledge of XML (plus - not mandatory)
  • Strong verbal and written communication skills
  • Strong organization, self-direction, and discipline
  • Critical thinking skills and a strong analytical mindset.
  • Experience and technical configuration skills with Master Data Management (MDM) and/or Product Information Management (PIM) principles, data and technologies. Including but not limited to: Informatica MDM & PIM, Stibo, Riversand and Oracle is a plus NOT mandatory.
  • Experience with digital media assets for retail products or consumer packaged goods, such as product marketing images, videos and content is a plus.
  • Exposure to e-commerce solutions a plus (Demandware, Hybris, Magento)
  • Experience in data modeling with high level understanding of data integration, both real-time and batch plus.
  • Understanding of data quality and governance solutions.  Technical experience a plus.