Kogo szukamy?
The Software Support Engineer will be responsible for all aspects of maintaining proprietary and third party applications and related infrastructure environments at Epiq. This role assumes full accountability for delivery of technical solutions, or implementation of workaround procedures, ensuring production issues are addressed quickly with little downtime to clients. The Software Support Engineer will provide outstanding customer service, technical knowledge, and accurate and timely deliverables, including advanced troubleshooting, support, proper scoping, resource allocation/tracking, documentation, communication, and testing. The Software Support Engineer will be able to provide expert systems knowledge and support development and operational phases of the information life cycle. This individual must be able to collaborate with the Operations, Development, QA, IT, Application, and Litigation Support teams to effectively deliver reliable, well designed solutions for Epiq's 24x7 production environments.
Responsibilities
- Investigate priority incidents reported by internal/external clients
- Proactively identify, analyze and raise issues when incidents lead to quality, system performance, or architectural issues
- Collaborate in the development and implementation of monitoring specifications, and configurations.
- Utilize client-side Oracle and SQL connections to view database settings and write scripts.
- Analyze incidents and event trends and provide insight to allow for continuous improvement.
- Maintain a high level of stability and availability of all supported systems.
- Anticipate, identify, troubleshoot, mitigate, and resolve hardware and software problems.
- Create and maintain up-to-date documentation.
- Work with IT and QA teams to troubleshoot application upgrades during change control windows as needed.
- Consult with project management and internal clients to determine project scope, timeline, and team responsibilities.
- Collaborate with development and project management during user access testing (UAT) prior to new software release.
- Investigate current and upcoming technologies related to software support.
- Attend training related to company’s application procedures and standards.
Qualifications & Characteristics
- 2-4 years’ work experience supporting software.
- B.S. Engineering / C.S. degree desirable, or related experience.
- Strong critical thinking and problem solving skills.
- Strong initiative and ability to work with moderate supervision.
- Ability to quickly learn and support new applications and technologies.
- Demonstrable knowledge of Oracle and SQL troubleshooting and queries.
- Good understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, FTP, HTTP, SSL.
- General knowledge of Windows DNS and authentication principals as used in multi-tiered client server applications.
- Working knowledge of Active Directory, and multi domain production environments.
- Good understanding of the ITIL, ITSM principles.
- Ability to stay current with emerging technologies.
- Strong communication and team interaction skills.
- Working knowledge of Agile SDLC methodologies to troubleshoot, debug, and support production applications.
Special Requirements
- Ability to work from home, due to the often rigid support schedule
- Weekend/after-hours deployment support work may be required in the future
- Future possibility of on-call rotation responsibilities in support of a 24X7 Operations initiative.
- Possible split shift or alternative work schedule, as dictated by needs of the business.