Syncsort Incorporated

  • Support Engineer - IBM B2B Integrator

    Job Locations US-OH-Dublin
    Job ID
    2018-1036
    Category
    Customer Support
    Type
    Regular Full-Time
  • Overview

    The B2B Integrator Support Engineer is a member of Syncsort’s Data Integration Support Team, responsible for working with Syncsort/IBM customers to manage & resolve issues relating to the Sterling Integrator product suite. Primary activities include issue diagnosis, troubleshooting, and incident management. The engineer will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. 

     

    This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support  (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction.

    Responsibilities

    • Provides live support to customers that includes weekly late shifts and periodic weekend shifts
    • Spends 50 -70% of the time researching issues and 30-50% of the time on phone coverage/queue monitoring
    • Provides after-hours support on a rotation basis
    • Responds to queries from customers and Professional services Consultants, via phone, email and web 
    • Defines, analyzes, and resolves customer issues in a timely & accurate manner
    • Provides periodic updates to the customers, co-workers, and management on the status of outstanding issues 
    • Updates status of issues in the incident tracking system and performs appropriate follow-up on escalated issues 
    • Documents complex issue resolutions for both the customer and internal reference, following the appropriate support processes
    • Assists senior team members with complex issues to gain experience and exposure to more advanced problems 
    • Responsible for ensuring that the Service Level Agreements (SLAs) between customers and Sterling are met consistently
    • Contributes, reviews and maintains knowledge base content on an ongoing basis 

    Qualifications

    • Must have 6-9 years of experience
    • Excellent communication (oral and written), analytical and troubleshooting skills
    • OS experience in one or more areas of UNIX and/or Windows and/or LINUX and/or AS400
    • Database experience in one or more areas of Oracle and/or DB2 and/or MS SQL and/or MySQL
    • Knowledge in one or more areas of the following: Web Extensions and/or Tomcat (servlet engine) and/or Servlets  and/or Apache (web server) and/or JSP and/or JavaScript and/or HTML
    • Java: Ability to read and step through an Object Oriented Language, preferably Java; Jdbc, Jdk, Jvm, stack traces
    • Knowledge in one or more areas of the following Protocols/Standards: http/https and/or ftp/sftp and/or SOAP and/or  SMTP and/or POP and/or AS2 and/or Rosetta Net
    • Ability to take ownership of complex issues/assignments and follow through to completion
    • Demonstrates aptitude to prioritize and handle multiple issues simultaneously
    • Strong attention to detail and accuracy
    • Ability to work independently in a fast paced environment
    • Ability to function and contribute in team environment
    • Be willing to work flexible hours
    • AA/AS in Computer Science or related technical experience
    • 2 - 4 years related programming or operations/technical support experience or consulting services

     

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