Technical Support Engineer

Atlanta, GA | sendouts

Post Date: 04/10/2018 Job ID: 2253811 Industry: Information Technology

Our client is looking to hire a Technical Support Engineer on a permanent basis in their Bentonville, AR location.



TECHNICAL SUPPORT ENGINEER



Description:

• Able to assess customer needs and set expectations

• 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.

• Able to troubleshoot common problems.

• Use testing tools for troubleshooting

• Researching moderate to complex cases using knowledge bases, documentation, etc.

• Gather information to develop reproducible cases

• Preparing, recommending, and guiding the customer through implementing solutions.

• Write collateral at an appropriate level

• Mastery of creating case tracking details for use by team members for similar/future problem resolution

• 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 Rocket Software products

• Contributes to training content, as necessary

• Available for some after hours, weekend, and holiday work



Qualifications:

• Experience with DB2 for z/OS.

• Ability to identify and complete tasks in a dynamic environment.

• Ability to effectively work with customers to resolve problems.

• Familiarity with electronic issue tracking systems.

• REXX, z/OS JCL, ISPF, TSO.

• SMP/E.

• Excellent written and verbal communications skills.



Desired Experience:

• BS degree in Computer Science/Information Technology or equivalent experience.

• DB2 for z/OS DBA or DB2 systems programming.

• Technical Support Engineer or

• Quality Assurance Engineer or

• Applications Development.

• 2+ years with DB2 for z/OS.

• 2+ years in role of technical support and/or quality assurance and/or applications development.



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