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Technical Support III

ATLANTA, GA 30326

Posted: 07/23/2019 Industry: Help Desk Job Number: 9615

The TSE will assist customers with questions and problems regarding the installation, setup, configuration and functionality of products. This person will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The TSE will work as part of a team with minimal direction.

Duties:

•Able to assess customer needs and set expectations
•Taking ownership of customer issues and seeing problems through to resolution.
•Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
•Able to use testing tools for troubleshooting.
•Properly escalate unresolved issues to appropriate teams.
•Work with customers via their preferred communication channel(s): phone, email or chat, until they’ve solve a technical issue.
•Provide prompt and accurate feedback to customers, within SLA agreements.
•Document technical knowledge in strategic content repositories
•Prioritize and manage several open issues at one time.
•Ensure all issues, analysis, and customer communications are properly logged.
•Collaborate on customer situations/escalations as required.
•Verify accuracy of business impact statement as provided by the customer
•Perform with limited direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.
•Researching moderate to complex cases using knowledge bases, documentation, etc.
•Preparing, recommending, and guiding the customer through implementing solutions.
•Assist other TSEs at various levels
•Accountable for team and individual results
•Participate in internal projects and other work as directed
•Self-directed learning to expand expertise of products
Required Skills

•Excellent troubleshooting abilities.
•Ability to read and analyze Dumps/Error Logs.
•Ability to effectively work with customers to resolve problems.
•Excellent written and verbal communications skills.
•Must have strong interpersonal skills with the ability to manage time sensitive customer related issues.
•Familiarity with electronic issue tracking systems.

Required Experience

•5 + years’ experience as a Technical Support Engineer and Systems Programming.
•BS degree in Computer Science/Information Technology or equivalent experience.
•Experience with CICS, JVM, and Messaging on z/OS Systems Programming.
•Experience with/knowledge of XE for z/VM and Linux Systems Programming.
•Experience with/knowledge of ITCAM AD/TT Systems Programming.
•OMEGAMON Systems Programmer or Tester is a Plus.
•Experience with REXX, z/OS, JCL, ISPF, TSO

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero’s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit: https://www.trcprofessionalsolutions.com/

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