Senior Professional Technical Support

Job Description

• Provides expert advice and highly complex level 3 troubleshooting support for account(s) or assigned area for issues with limited or without established processes and procedures;
• ensures resolution or independently determines and implements plan for resolution. Leads all the assigned areas to meet client needs or issues;
• works directly with the management team at client sites.
• Designs, recommends and implements strategies for meeting client needs. Provides work direction and mentoring for less experienced personnel.

Essential Job Functions

• Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives.
• Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests.
• Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner.
• Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements.
• Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
• Analyses daily metric reporting. Assesses systems software and hardware documentation where appropriate. Recommends and implements enhancements in order to ensure efficiencies.
• Provides leadership and work guidance to less experienced personnel.
• Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives.
• Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests.
• Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner.
• Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements.
• Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
• Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies.
• Provides leadership and work guidance to less experienced personnel.
• Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships.

Basic Qualifications

• Bachelors degree or equivalent combination of education and experience
• Bachelors degree in systems engineering, computer science, management information systems, or related field preferred
• Six or more years of experience in systems engineering, software engineering, operating systems programming, or naval architecture.
• Experience working with computer hardware, operating system software and desktop applications with a specific concentration in one or more areas
• Experience working with one or more structured programming languages
• Experience working with design principles and applications

Other Qualifications

• Analytical and creative problem solving skills for design, creation and testing of systems
• Communication skills to communicate system proposals to management and customers and provide systems diagnoses and resolution for current systems
• Interpersonal skills to interact with customers, senior level personnel, and team members
• Organization skills to balance and prioritize work
• Leadership skills to assist less experienced personnel
• Ability to integrate moderately complex hardware and software systems
• Ability to work independently and as part of a team

Work EnvironmentOffice environment,

Keyskills :
sapaccountancy balancecreative problem solving management information systemsproject teams cost effectiveproblem solving