work with us

be part of the team

A professionally challenging and rewarding place to work, we believe our employee’s knowledge, skills and experience are our most valued assets. We offer a competitive and comprehensive package that includes competitive base and incentive pay; medical, dental, life insurance; disability programs; Health Savings Account (HSA) and Flexible Spending Accounts (FSA); Savings/401(k), paid time off; education assistance and training. In addition to our full-time positions, we offer internships for students through our Intern University program and internships for professionals returning to the workforce through our affiliation with the Path Forward organization.

 

We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The company's status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Applicants have rights under Federal Employment Laws (FMLA, EEO, EPPA)

 

 

accommodations for applicants with disabilities

 

iconectiv is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online career page due to your disability and need accommodation, you may e-mail us at recruiting@iconectiv.com. Please use "Accommodation Request" as the subject line of your email or call us at 732-699-4414.

 

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Open Positions

Systems Engineer (Contract)

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Bridgewater, NJ Systems EngineeringJob ID 2578

Responsibilities:
The UI/UX Engineer/Product Owner will organize and assist in leading efforts to produce business and system requirements for complex software solutions and act as the product owner to support Number Management and Registry services globally. This will require the SE to design an overall solution and develop detailed functional requirements addressing the business processes, flows and interface specifications. Enhancements are required based on regulator mandates, customer interactions, and marketability enhancements.
•Work with cross-functional business and technical teams (including system engineers, developers, and testers) and key customer stakeholders to create highly effective, usable, intuitive and consistent user interfaces.
•Create mockups, clickable prototypes, etc. during the development cycle for new features and capabilities
•Act as the user advocate during the development process and offer suggestions from a user-centered perspective.
•Assist in leading the usability testing processes. Responsible for user acceptance of system elements during the development cycle. Collaborate with Product Managers, Development, QA, and customers to ensure UI meets product requirements and experience expectations.
•Participate in user experience usability tests, conduct interviews and site visits, organize surveys and perform other usability assessments as appropriate. Support the QA testing efforts to ensure the user experience requirements are fulfilled.
•Act as the “go to” with in-depth knowledge of user interface best practices and standards. Use research and trends to support recommendations.

Required Skills:
•Writing usability requirements and prototyping in addition to translating them into user stories for the development team
•Experience with user interface design patterns
•Experience with delivery and support as a usability engineer in an agile environment is required
•UNIX, Linux, and Windows OS experience is desired.
•Knowledge of various wireframe tools (e.g. Azure and InVision)
•Experience with delivery and support as a system engineer in an agile environment adhering to agile best practices is required.
•Experience in analyzing customer business process and requirement, performing gap analysis and proposing the solutions.
•Familiarity with development technologies and ability to prototype mockup’s using those frameworks (e.g. Bootstrap, CSS, HTML)
•Broad scope of technical background, including such areas as databases, interface protocols, security, encryption, analytics, usability engineering
•Team spirit; Excellent verbal, written and communication skills is required with the ability to interact with end users/customers on a regular basis
•Strong time management skills with a history of meeting commitments is required
•Adhere to corporate style standards on fonts, colors and images
•Bachelor’s degree and an equivalent of 2+ years of working experience.

Additional Skills:
•Experience defining architectures and high-level requirements for new products
•Experience in designing billing modules and automated interfaces with ERP systems
•Telecommunication IT requirement process experience is desired
•Up-to-date knowledge of design software like Adobe Illustrator and Photoshop

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Senior Network Engineer

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Bridgewater, NJ Network EngineeringJob ID 2567

 

Responsibilities:
The Senior Network Engineer will be a key member of the iconectiv IT Infrastructure and Operations team, and be responsible for product support, and management of iconectiv's Network Engineering services. The candidate will help to drive the direction and strategy of all technologies directly impacting iconectiv core infrastructure and business systems. Candidate will have the following responsibilities:
•Provide network engineering and architecture governance.
•Design, test, and inspect data communications systems including firewalls, load balancers, routers, switches, load balancers, wireless and other network systems.
•Perform network design, configurations, troubleshooting and hardware lifecycle planning.
•Design and implement AWS network infrastructure including VPC, Transit Gateway, Security Group, marketplace appliances.
•Implement hardware such as firewalls, load balancers, switches, routers, wireless controllers and security related products.
•Develop test plans, implementation plans, and project timelines for various projects and functional requirements/specifications documents.
•Assess vendor development/test strategies.
•Perform network troubleshooting to isolate and diagnose common network problems.
•Upgrade network hardware and software components as required.
•Be able to advise and present to senior management technology related issues and trends.

Requirements:
•At least 10 years of IT Network Engineering experience.
•Strong experience in the areas of Network requirements analysis, architecture, operations and maintenance.
•Experience with one of the following technology stacks:
•Cisco technologies including - ASA firewalls – building and troubleshooting IPsec VPN tunnels, Cisco Nexus switches and FEX modules, Catalyst switches, Wireless and ISE
•F5 BigIP load balancers with Application Security, Advanced Firewall Manager modules including iRule customization
•AWS Infrastructure including VPC, network configurations, Cloudformation templates, virtual appliances such as F5
•IPv6 setup and deployment including IPv4 to IPv6 conversions, setting up test beds for application testing and compatibility, WAN failover configuration with routing protocols to support IPv6
•Experience in the following areas: WAN, LAN, Switching, Load Balancing and IP addressing, Routing Protocols, Firewalls, and network/data security.
•Experience with infrastructure cabling and premise guideline specifications
•Experience with various operating systems and environments (Windows, Linux).
•Working knowledge of Controller based wireless infrastructure, wireless authentication, and wireless security.
•B.S. Degree in Computer Science or Computer Programming
 

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Senior Network Engineer

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Bridgewater, NJ Network EngineeringJob ID 2553

Responsibilities:

•Provide network engineering and architecture governance.
•Design, test, and inspect data communications systems.
•Work with data center staff managing network equipment on behalf of iconectiv to design, implement and test network expansions and changes.
•Perform network modeling, analysis, and planning.
•Deploy, install and configure hardware such as switches, routers, load balancers, network monitoring systems and security related products.
•Develop test plans, implementation plans, and project timelines for various network initiatives.
•Review and develop MoPs (Method of Procedures) for network change management implementations in lab and production environments.
•Direct and guide junior members of the team.
•Write functional requirements/specifications documents.
•Assess vendor development/test strategies.
•Perform network troubleshooting to isolate and diagnose common network problems.
•Perform network maintenance activities - upgrade network hardware, IOS upgrades and network routing configuration implementations and modifications, as required.
•Be able to advise and present to senior management technology related issues and trends.
•Be available to support the needs of the business 24 x 7 via on-call when there is an urgent need or outage that needs to be investigated or addressed.

Required Qualifications:

•BS or MS in Network Engineering and Administration or related technology field.
•At least 10 years of IT Network experience.
•Strong experience in the areas of Network requirements analysis, architecture, engineering, operations and maintenance.
•Experience with Cisco router, ASA, and switching (Catalyst, Nexus) systems, F5 load balancing and network monitoring tools.
•Experience in the following areas: WAN, LAN, Switching, and IP addressing, Routing Protocols, Firewalls, IPSec VPN tunnels and network/data security.
•Experience with SNMP – and NetFlow-based network monitoring and management
•Experience with infrastructure cabling and premise guideline specifications
•Experience with various operating systems and environments (Windows, Linux, Solaris).

Additional Skills:

•Excellent written and verbal skills; ability to create and maintain comprehensive network documentation.
•Ability to communicate with executive management.

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Digital/Web Producer

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Bridgewater, NJ MarketingJob ID 2577

Responsibilities:
• Responsible for website production, utilizing HTML or the CMS to update all company and product websites.
• Manage digital projects within production (liaising with team members to create communication, schedules, resource plans, risk/issue logs, defining
success and quality criteria for the projects).
• Present regular reports on the progress and status of all project initiatives.
• Assist in planning and execution of web projects including SEO/SEM, marketing databases, email, social media and advertising campaigns.
• Measure and report performance of all digital marketing campaigns and websites
• Collaborate with internal teams to create future pages, templates and optimize user experience
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels.
• Collaborate with agencies and other vendor partners.
• Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
• Have a collaborative style working in conjunction with other business units and stakeholders to identify new ideas, and define requirements.

Required Qualifications:
• Bachelor's degree (BA/BS) from a four-year college or university; or equivalent combination of education and/or experience.
• 1+ years of Website Production & Project Management experience, including project planning, task scheduling, risk and issue management, in a fast-
moving production environment.
• Demonstrated ability to manage projects under challenging and pressurized scenarios.
• Strong people interaction and relationship building skills across multiple functions within the organization
• Developed sense of ownership and accountability
• Excellent verbal and written communication, as well as interpersonal and presentation skills
• Experience in Website design and implementation.
• Experience in Drupal/Acquia or another enterprise CMS
• Highly organized and motivated project manager with an aptitude for understanding and solving problems
• Ability to coordinate and organize requests and effectively prioritize, oversee and facilitate projects and requests.
• Ability to collaborate with technical and non-technical staff.
• Ability to adjust to changing priorities and deadlines
• Exhibit strong organizational skills and attention to detail.

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Information Security Vulnerability Analyst

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Bridgewater, NJ Network SecurityJob ID 2576

Responsibilities:
The Information Security, Vulnerability Management Analyst will be responsible for maintaining a fully mature enterprise-wide Vulnerability, Penetration Testing, and Logging & Event Management program.  This role is challenged with the responsibility of identifying, triaging, filtering, and documenting vulnerabilities and threats across the enterprise and working with business unit partners to harmoniously resolve security matters.  In addition, this role will be responsible for the continued production, support, implementation, and tracking of vulnerability management, penetration testing activity, and logging and event management workflows.  The chosen candidate for this role will also be tasked with responding, if necessary, to events/incidents on a 24x7 basis.  This position will also have operational responsibility in the disciplines of incident response while advancing the program development of key risk and performance indicators in support of compliance metric tracking and reporting procedures.

Some essential functions of the role include, but are not limited to the following:
- Work with sensitive and confidential information while maintaining the highest level of confidentiality, professionalism, and ethics
- Ensuring consistent evaluation of scan results identifying immediate threats, assessment of risk and corrective action for a large volume of assets using an established information security assessment methodology
- Monitor and utilize security toolsets to identify suspicious and malicious activities and inadequate security practices across the network (e.g., analyze network traffic, vulnerability scans, identification of computer viruses, unauthorized user activity)
- Proficiency working with both internal and external partners to calibrate security toolsets while documenting security processes, procedures, and findings
- Triage and filter scan results of web application, database, network and system security assessments to identify, research and eliminate false positives and other redundancies to ensure reporting of only relevant threats and risks to the enterprise
- Employ use of automated tools or manual assessment techniques to determine validity of findings and emerging threat vectors
- Identify anomalies or patterns in vulnerability scan, penetration test, and logging and event management results that may indicate pre-incident indicators, ineffective processes, procedures, standards and recommend and communicate findings, both in written reports and in presentation format, to the Information Security Team and business unit partners
- Demonstrate to asset owners a proof of concept in validating exploitability of vulnerability and explain the threat in a manner in which all levels of the corporation can understand
- Assist with incident response and potential breach activities, on a 24x7 schedule, if necessary
- Review security advisories, assess risk, relevance, priority and communicate findings to clients
- Understand and communicate attack chains to management and other stakeholders
- Develop Dashboards and reporting that highlight the effectiveness of risk mitigation over time
- Other security-related projects that may be assigned according to skills

Required Qualifications:

*US Citizenship*
Candidates for this role must have direct experience with the following:

- Strong ethics and understanding of ethics in business and information security
- Minimum of 3+ years of experience in the Information Security discipline supporting an enterprise vulnerability management program
- Knowledge of industry standard scoring models such as CVSS, CCSS
- Proficient in analyzing and validating scan results, knowledge of OWASP Top 10 and SANS Top 25 and how to effectively remediate vulnerabilities associated with each
- Working knowledge of Information Security Testing and Assessment security tools (e.g., Nessus, Qualys, Nexpose-Rapid 7, Metasploit, Web Inspect, AppDetective, nmap, Kali Linux, amongst others)
- Working knowledge of federal security regulations, standards and processes including FIPS, NIST, FISMA and FedRAMP
- Excellent communication, collaboration, and strong project management skills
- The ability to obtain a government clearance

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QA Engineer (Contract)

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Bridgewater, NJ EngineeringJob ID 2575

Responsibilities:
Test engineer with 3-5 years’ experience in software development and test automation to work on modifications to Common Language products as well as upgrading infrastructure platform

Requirements:

*US Citizen*
•Web Services and REST API test automation using java,  python tools, and Shell Scripts
•Git and Git Flow experience
•Code review process experience
•Agile Methodology and Software Lifecycle

Additional Skills:
•ETL processing with Structured and Unstructured datasets
•Selenium , Java,  Maven, Micro Services environment testing and debugging
•K8s and Docker environments

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Software Developer (Contract)

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Bridgewater, NJ Software DevelopmentJob ID 2574

Responsibilities:
Full stack developer with 5+ years’ experience possessing strong back end expertise to work on modifications to Common Language products as well as upgrading infrastructure platform

Requirements:

*US Citizenship*
•Spring framework and Spring Boot
•Micro services
•RESTful APIs
•JPA and Hibernate
•RDBMS, NoSQL databases

Additional Skills:
•Python scripting
•Micro services, Docker , K8s
•UI Development experience , preferably Angular UI

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Contract - Tier 2 Production Support Engineer

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Bridgewater, NJ OperationsJob ID 2526

Responsibilities:

***Contract with a Right to Hire***

This Tier 2 Production Support Engineer is a Full Time position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA. Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a Lead who has hands on experience for overseeing several Applications Support Engineers who are supporting proprietary and critical business applications while providing outstanding customer service.

This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company. Key responsibilities include:
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts.
•Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
•Shall be the representative for the first stage of escalation for Incidents.
•Responsible for managing Tier 2 incident responses and resolutions.
•Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process.
•Represent iconectiv and act as the direct link/ liaison between our staff and the customer during day-to-day operations.
•Support the following types of calls, questions, or tickets: o Customer Service o Application Troubleshooting
•Assimilate all provided training associated with the application, and processes/procedures
•Gain a full understanding of internal processes and assist as needed.
•Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
•Work closely with a great, close-knit team.

Requirements:
•B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform, Amazon Web Services is required
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database  and MySQL is desired
•Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
•5 to 8 + years of customer service experience
•1+ years of supervisory experience is required
•Excellent technical troubleshooting experience is necessary.
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Superior MS Office Skills
•Strong business writing skills and the ability to author professional memos, reports, and correspondences
•Experience with reporting, metrics, SLA management, and quality assurance
•Strong organizational skills and the ability to build effective working relationships
•Excellent work ethics and customer focus
•Initiative, critical thinking and good follow through are key characteristics
•Any experience with Service Now or Jira or similar ticketing system is a must
•ITIL certification is preferred

Additional Skills:
•Previous participation in a complete, ground-up product deployment
•Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
•Willingness to work in a 24/7 environments in case the need arises
•Experience working with a diverse, global community is preferred
•Develop the ability to sense issues and activities and communicate/escalate effectively

View full descriptionApply

Contractor - Tier 2 Production Support

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Bridgewater, NJ Network OperationsJob ID 2545

Responsibilities:
6 Month contract with a potential Right to Hire -  This Tier 2 Production Support Engineer is a contractor position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA. Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a production support engineer who has hands on experience for supporting proprietary and critical business applications while providing outstanding customer service. This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company. Key responsibilities include:
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts.
•Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
•Responsible for managing Tier 2 incident responses and resolutions.
•Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process.
•Support the following types of calls, questions, or tickets: Customer Service, Application Troubleshooting
•Assimilate all provided training associated with the application, and processes/procedures
•Gain a full understanding of internal processes and assist as needed.
•Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
•Work closely with a great, close-knit team.

Requirements:
•B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform, Amazon Web Services is required
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database  and MySQL is desired
•Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
•5 to 8 + years of customer service experience
•Excellent technical troubleshooting experience is necessary.
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Superior MS Office Skills
•Strong business writing skills and the ability to author professional memos, reports, and correspondences
•Experience with reporting, metrics, SLA management, and quality assurance
•Strong organizational skills and the ability to build effective working relationships
•Excellent work ethics and customer focus
•Initiative, critical thinking and good follow through are key characteristics
•Any experience with Service Now or Jira or similar ticketing system is a must
•US Citizenship required

Additional Skills:
•Previous participation in a complete, ground-up product deployment
•Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
•Willingness to work in a 24/7 environments in case the need arises
•Experience working with a diverse, global community is preferred
•Develop the ability to sense issues and activities and communicate/escalate effectively

View full descriptionApply

Tier 2 Production Support Engineer

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Bridgewater, NJ OperationsJob ID 2525

Responsibilities:
This Tier 2 Production Support Engineer is a Full Time position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA. Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a Lead who has hands on experience for overseeing several Applications Support Engineers who are supporting proprietary and critical business applications while providing outstanding customer service.

This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company. Key responsibilities include:
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts.
•Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
•Shall be the representative for the first stage of escalation for Incidents.
•Responsible for managing Tier 2 incident responses and resolutions.
•Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process.
•Represent iconectiv and act as the direct link/ liaison between our staff and the customer during day-to-day operations.
•Support the following types of calls, questions, or tickets: o Customer Service o Application Troubleshooting
•Assimilate all provided training associated with the application, and processes/procedures
•Gain a full understanding of internal processes and assist as needed.
•Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
•Work closely with a great, close-knit team.

Requirements:
•B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform, Amazon Web Services is required
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database  and MySQL is desired
•Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
•5 to 8 + years of customer service experience
•1+ years of supervisory experience is required
•Excellent technical troubleshooting experience is necessary.
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Superior MS Office Skills
•Strong business writing skills and the ability to author professional memos, reports, and correspondences
•Experience with reporting, metrics, SLA management, and quality assurance
•Strong organizational skills and the ability to build effective working relationships
•Excellent work ethics and customer focus
•Initiative, critical thinking and good follow through are key characteristics
•Any experience with Service Now or Jira or similar ticketing system is a must
•ITIL certification is preferred

*** US Citizenship required***

Additional Skills:
•Previous participation in a complete, ground-up product deployment
•Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
•Willingness to work in a 24/7 environments in case the need arises
•Experience working with a diverse, global community is preferred
•Develop the ability to sense issues and activities and communicate/escalate effectively

View full descriptionApply

Sr. Systems Engineer (Contractor)

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Bridgewater, NJ Systems EngineeringJob ID 2566

Responsibilities:
The Senior UI/UX Engineer/Product Owner will organize and lead efforts to produce business and system requirements for complex software solutions and act as the product owner to support Number Management and Registry services globally. This will require the SE to design an overall solution and develop detailed functional requirements addressing the business processes, flows and interface specifications. Enhancements are required based on regulator mandates, customer interactions, and marketability enhancements.
•Work with cross-functional business and technical teams (including system engineers, developers, and testers) and key customer stakeholders to create highly effective, usable, intuitive and consistent user interfaces.
•Create mockups, clickable prototypes, etc. during the development cycle for new features and capabilities
•Act as the user advocate during the development process and offer suggestions from a user-centered perspective.
•Lead the usability testing processes. Responsible for user acceptance of system elements during the development cycle. Collaborate with Product Managers, Development, QA, and customers to ensure UI meets product requirements and experience expectations.
•Participate in user experience usability tests, conduct interviews and site visits, organize surveys and perform other usability assessments as appropriate. Support the QA testing efforts to ensure the user experience requirements are fulfilled.
•Act as the “go to” with in-depth knowledge of user interface best practices and standards. Use research and trends to support recommendations.

Required Skills:
•Writing usability requirements and prototyping in addition to translating them into user stories for the development team
•Experience with user interface design patterns
•Experience with delivery and support as a usability engineer in an agile environment is required
•UNIX, Linux, and Windows OS experience is desired.
•Knowledge of various wireframe tools (e.g. Azure and InVision)
•Experience with delivery and support as a system engineer in an agile environment adhering to agile best practices is required.
•Experience in analyzing customer business process and requirement, performing gap analysis and proposing the solutions.
•Familiarity with development technologies and ability to prototype mockup’s using those frameworks (e.g. Bootstrap, CSS, HTML)
•Broad scope of technical background, including such areas as databases, interface protocols, security, encryption, analytics, usability engineering
•Team spirit; Excellent verbal, written and communication skills is required with the ability to interact with end users/customers on a regular basis
•Strong time management skills with a history of meeting commitments is required
•Adhere to corporate style standards on fonts, colors and images
•Bachelor’s degree and an equivalent of 5+ years of working experience.

Additional Skills:
•Experience defining architectures and high-level requirements for new products
•Experience in designing billing modules and automated interfaces with ERP systems
•Telecommunication IT requirement process experience is desired
•Up-to-date knowledge of design software like Adobe Illustrator and Photoshop
 

View full descriptionApply

Sr. AWS Full Stack Front End Developer (Contractor)

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Bridgewater, NJ Software DevelopmentJob ID 2565

Responsibilities:
Build highly available and scalable provisioning services. Architect, design and implement core components from the ground up. Build and design high throughput and query solutions to meet business needs including experimental design. Develop and implement server side components in micro services based architecture including web services. Write high quality code, execute on ideas, and continually strive for improvements.
Required Qualifications:
Build Trusted Communication related product functionality in an AWS cloud-native server-less environment
•Design experience in developing AWS native cloud application
•Development experience in AWS Serverless architecture using services like AWS Lambda, API Gateway, S3 buckets and Cognito.
•Expert knowledge in building scalable Web applications using technologies like HTML5/CSS/Bootstrap, JSP, JavaScript libraries like JQuery, High Charts and Angular framework (5.x and up). (Angular experience is a must)
•Hands-on experience in creating Components, Modules, Directives, Routes & Services
•Experience in implementing the Lazy-loading, Dependency Injections
•Experience in developing angular app with AWS-amplify
•Experience with Typescript and ES6 standards.
•Familiarity with secure design and coding in a scrum based agile framework.
•Familiarity with AWS database technologies.
•Ability to work independently with minimal supervision
•Experience working in an Agile/Scrum development process
•Ability to perform software architecture functions along with demonstrated experience of delivery software systems on aggressive schedules with quality and on schedule
•BS/MS degree in Computer Science, Engineering or a related subject with 10+ years of experience

Additional Skills:
•Excellent written and verbal communication skills to be able to explain problems and solutions concisely and clearly
•Understanding of high throughput systems in a native cloud environment
•Cloud deployment experience using AWS DevOps model.
•Large system performance modeling and testing is plus
 

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Service Desk Director

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Bridgewater, NJ Customer SupportJob ID 2572

We are currently seeking an experienced IT Service Desk Director (Director) to support both internal and external users. The Director will be a leader and member of the Global Service Desk (GSD) organization within the Information Technology department. The Director provides support for incident resolution and requests reported to the GSD. Responsibilities include technical (hands-on) management of the service desk organization for initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. This position is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner level 3 IT resources.
Essential Duties & Responsibilities:
•Direct and coordinate service management activities for services provided to client and internal user environments, including facilitating ITIL-based processes for incident and problem management for internal/external customers and third parties.
•Own incident escalations and coordinate to resolution including customer and stakeholder communications, root cause analyses, and follow up.
•Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities. Maintain positive relationships with customers and stakeholders.
•Utilize the Service Desk Management System to maintain incident and service level metrics, trend reports, and systems availability statistics; share results with key stakeholders; participate in disaster recovery and business continuity exercises.
•Manage contractual SLAs. Create dashboards and identify trends and resolution/automation opportunities. Manage Helpdesk financials, including budget, invoices & service level tracking.
•Continuously improve service management processes through innovation, collaboration, and sharing/transparency.
•Maintain a positive working environment; ensure department policies and procedures are adhered to; act as a single point of contact for key stakeholders regarding GSD issues, queries and reporting.

In addition to the essential duties listed above, the role requires a Director who;
•Builds and Directs a Help Desk team comprised of Tier 1 and Tier 2 resources.
•Helps identify and resolve team conflicts and eliminate obstacles affecting performance.
•Assists in guiding and motivating the team to achieve goals outlined in established policies
•Obtains teams commitment to meet objectives
•Assists with researching and recommending improvements to current processes and procedures
•Assists in communicating departmental requirements, and effectively works with other groups within department
•Provide customer-facing support to internal employees and external customers.
•Directly involved with project-based work, both in lead and support positions.
•Respond and resolve all tickets within SLA agreements appropriate for ticket priority.
•Updating tickets regularly with detailed resolution details and journal entries.
•Provide input for hardware and software purchases based on knowledge of business side systems.
•Ensures knowledge transfer of active issues follow a handoff process across support shifts and tiers.
•Taking ownership of customer issues reported and seeing problems through to resolution.
•Properly escalate unresolved issues to appropriate internal teams.

Required Experience & Skills:
•Implemented Self-service platform (ServiceNow preferred), Cloud technologies (Azure, O365), Workplace Management tools (InTune) and tools automation.
•Managed contractual SLAs. Created dashboards, identifying trends, and resolution/automation opportunities. Managed Helpdesk financials, including budget, invoices & service level tracking.
•Performed data analytics on call data and initiated/implemented helpdesk optimization efforts;
•Remained aware of current trends in the support services area; bringing these innovative ideas to IT leadership

The position requires individuals with the following length of experience:
•Minimum 7 years of experience in IT technical environment
•Minimum 5 years of experience managing vendors and service providers
•Minimum 5 years of experience as a Service Deliver Manager managing KPI, OLA and SLAs
•Minimum 3 years of experience with ITSM tools such as HP Service Manager or ServiceNow
•Minimum 3 years of experience and knowledge in training of Service Desk agents in managing customer expectation, customer service, and effective technical support.

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NOC Engineer/Lead

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Bridgewater, NJ Customer SupportJob ID 2571

Responsibilities:
Customer service skills like; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

While this role is a second shift role (3PM – midnight) and will require working on the weekend, there will be the occasional requirement to work other hours and on national holidays.
•Assist the Director in providing Technical Lead responsibilities in the Service Desk and NOC Areas
•Team closely with Network Operations, Server Operations, Security Operations, Application Operations and Customer Service Center to help design, manage, and maintain alerts into the Service Desk area.
•Help write technical procedures that other Service Desk/NOC Team Members will have to follow.
•Work with the Telecom team to create and publish needed reports.
•Scripting Microsoft Flows and Outlook Rules to handle ticketing flows most efficiently into Service Now.
•Monitor and respond to multiple channels of customer communication including chat, email, and phone.
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
-IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
-IT Infrastructure (ex. telephones, network/internet connectivity)
-Customer Service Requests (ex. password resets, VPN token resets, service questions)
-Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Create and maintain training materials for Service Now and Service Desk/NOC procedures
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Perform basic system administrator functions such as: alarm detection, correlation and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested.
•Support platform maintenance and testing initiatives.
•Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
•Create and socialize procedures for Service Desk and NOC personnel to follow.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Learn and execute Incident Management process and update Incident Management documentation.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

**U.S. Citizenship required**
•BA/BS degree is preferred but not required.
•Minimum 2 -3 years of customer service/ account management experience.
•Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
•Familiarity with Linux and Windows Operating Systems, Networking concepts, and Security Concepts.
•Expert in Outlook Rules
•Knowledgeable in Microsoft Flows.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus.
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Working knowledge of the ServiceNow ticketing system is a plus.
•Ability to speak and understand Spanish is a plus.
•Previous Lead or Managerial experience desired but not necessarily required.

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Service Desk Analyst II

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Bridgewater, NJ Customer SupportJob ID 2570

Responsibilities:
Customer service skills such as; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

This role will be a second (3PM – Midnight) or third shift role (11PM – 8AM) and will require working on the weekend, there will be the occasional requirement to work other hours and on national holidays. Opportunities to move into a business-day shift may present themselves in the future.
•Monitor and respond to multiple channels of customer communication including chat, email, and phone.  
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
 -IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
 -IT Infrastructure (ex. telephones, network/internet connectivity)
 -Customer Service Requests (ex. password resets, VPN token resets, service questions)
 -Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Perform basic system administrator functions such as: alarm detection, correlation and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested.
•As alerts are generated, perform basic application troubleshooting per documented procedures.
•Support and execute platform maintenance and testing initiatives.
•Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
•Create and socialize procedures for Service Desk and NOC personnel to follow.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Learn and execute iconcecitv’s Incident Management Process and update Incident Management Process documentation.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications: 
**U.S. Citizenship required**

•BA/BS degree is preferred but not required. 
•Minimum 2 to 3 years of customer service/ account management experience.
•Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus. 
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Familiarity with Linux and Windows Operating Systems is a plus.
•Working knowledge of the ServiceNow ticketing system is a plus.
•Familiarity with Network and Cyber security concepts is a plus.
•Ability to speak and understand Spanish is a plus
•Experience using “Chat” to support customer communications (requires strong written communication skills).

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Customer Service Analyst

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Bridgewater, NJ Customer SupportJob ID 2569

Responsibilities:
Customer service skills like; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

This role is slated to be a 7am – 4pm shift and will require working one weekend day per week. In addition, there will be the occasional requirement to work after hours, weekends and national holiday shift work.

•Monitor and respond to multiple channels of customer communication including chat, email, and phone.
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
-IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
-IT Infrastructure (ex. telephones, network/internet connectivity)
-Customer Service Requests (ex. password resets, VPN token resets, service questions)
-Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

**US Citizenship required**
•BA/BS degree is preferred but not required.
•Minimum 1-2 years of customer service/ account management experience.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus.
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Familiarity with Linux and Windows Operating Systems is a plus.
•Working knowledge of the ServiceNow ticketing system is a plus.
•Familiarity with Network and Cyber security concepts is a plus.
•Ability to speak and understand Spanish is a plus
•Experience using “Chat” to support customer communications (requires strong written communication skills).

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Customer Service Analyst

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Bridgewater, NJ Customer SupportJob ID 2568

Responsibilities:
Customer service skills like; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

This role is slated to be a 7am – 4pm shift and will require working one weekend day per week. In addition, there will be the occasional requirement to work after hours, weekends and national holiday shift work.

•Monitor and respond to multiple channels of customer communication including chat, email, and phone.
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
-IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
-IT Infrastructure (ex. telephones, network/internet connectivity)
-Customer Service Requests (ex. password resets, VPN token resets, service questions)
-Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

**US Citizenship required**
•BA/BS degree is preferred but not required.
•Minimum 1-2 years of customer service/ account management experience.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus.
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Familiarity with Linux and Windows Operating Systems is a plus.
•Working knowledge of the ServiceNow ticketing system is a plus.
•Familiarity with Network and Cyber security concepts is a plus.
•Ability to speak and understand Spanish is a plus
•Experience using “Chat” to support customer communications (requires strong written communication skills).

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Sr. QA Engineer (Contractor)

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Bridgewater, NJ Quality AssuranceJob ID 2564

Responsibilities:
iconectiv is seeking Software Developer Engineer in Test (Test Automation Engineer) to design test automation scripts  to ensure that our products match our SW quality standards in support of a large scale software deployment. You will need to be collaborative and influential across our Agile team, working closely with development and DevOps teams to automate testing where possible, contributing to our Continuous Integration (CI) and Continuous Deployment (CD) pipeline. You will serve as key member for test Automation process toward quality-centric methodologies.
•Work with an Agile team to deliver best-in-class test automation scripts for our products
•Utilize automation for deployment and running test suites
•Partner with DevOps and other teams to build our Continuous Integration (CI) pipeline
•Create test plans and test cases to validate broad solution and specific functional requirements in a continuous improvement environment.
•Collaborate with System Engineering and Architecture, Program Management, and Software Development teams in all aspects of the development lifecycle from early design feedback, functional automation, reliability, stress, performance, integration testing, through to supporting production issues

Requirements:
•Proven experience in testing AWS native cloud application preferably  in serverless architecture using services like AWS Lambda
•Skilled with a variety of languages, frameworks, tools and techniques for service and front end test automation, including Python and Selenium and Testing Frameworks (ROBOT preferable)
•Basic understanding of Web based application build using Angular or similar java Script based framework.
•Knowledge and experience in the following languages and technologies: Java/Python, JSON, HTML, JavaScript,  CSS/Bootstrap, SQL, Database technologies
•Proven ability to write automation to verify data structures, data formats, and data values
•Demonstrated ability to build and maintain code repositories, preferably using Git
•Experience with Agile/SCRUM processes and techniques
•Ability to communicate and collaborate cross-functionally, and work well with a team-oriented environment
•Experience with automation practices leveraging commercial collaborative tools like Helix, JIRA
•Strong ability to create and design test automation and test infrastructure - 3+ years in a Software Engineer or Software Engineer in Test capacity ideal
•Strong written and verbal communications skills.
•B.S. in Computer Science or equivalent with 5+ years of working experience.

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Operations Engineer

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Bridgewater, NJ OperationsJob ID 2563

Responsibilities:
This Operations Engineer position will be responsible for operational and customer care responsibilities towards messaging products within iconectiv and will be contributing to the completion of all operational tasks under the general direction of the manager. Able to handle moderately complex issues related to messaging platform independently. Has full hands on experience in messaging related products, has experience working with anti spam products prior, monitoring information systems and product operations and scripting. Ensures the effective monitoring of the products and responses to hardware, database, software, and network problems. Will actively participate on to advance assigned projects from concept, design, development, through launch to market. We are looking for someone that can be a team player and has strong problem-solving, good hands on technical skills and communication skills.

The Operations Engineer shall also schedule and direct activities to resolve software problems related to products in a timely and accurate fashion:
•Work on deployment, maintenance, and support of current and new data center infrastructure including Disaster recovery center.
•Experience in complex troubleshooting and resolve critical or escalated technical issues
•Tests, configures and troubleshoot operational and network issues.
•Ability to write simple SQL Queries and has familiarity with anti-spam messaging products.
•Has familiarity using Wireshark and other protocol analyzers
•Participates actively in on-call rotations to support customers, which may include occasional after hours, weekends and national holiday shift work.
•Take part in the development of processes and creates documentations, troubleshooting guide for new areas of work or knowledge.
•Have hands on knowledge of Linux/Unix operations system and Databases.

Requirements:
•B.E degree in Computer Science, Electronics or Electrical Engineering in technology and or equivalent work experience
•High proficiency in SQL (Oracle/MySql/MongoDB.), Python, shell scripting is a must, Java knowledge is desirable.
•2+ years of working in Technical operations, experience is a must
•Monitoring experience in Nagios, Zenoss, Solarwinds or similar is desired.
•Having hands on experience in configuration management skills to automate repetitive tasks
•Excellent phone and verbal, writing communication skills. Good communication skills is a must to handle international customers, technical and non-technical staff.
•Excellent work ethics and customer focus
•Initiative, critical thinking and good follow through are key characteristics
•Any experience with Service Now or Jira or similar ticketing system is a plus

Additional Skills:
•Experience with AWS is desired.
•Working knowledge using Elastic search, Kibaana and similar big data platforms is a big plus.
•Fundamental understanding of Internet networking protocols: SMPP, TCP/IP, TLS, DNS, HTTP, SMTP and SOAP protocol is a plus.
•Ops Automation tools (Ansible, Puppet, Chef, etc.): 1 year
•Linux client side and server side technologies: 1 year  

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Tier 2 Production Support Engineer

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Bridgewater, NJ Network OperationsJob ID 2562

Responsibilities:
This Tier 2 Production Support Engineer is a contractor position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA. Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a production support engineer who has hands on experience for supporting proprietary and critical business applications while providing outstanding customer service. This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company. Key responsibilities include:
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts.
•Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
•Responsible for managing Tier 2 incident responses and resolutions.
•Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process.
•Support the following types of calls, questions, or tickets: Customer Service, Application Troubleshooting
•Assimilate all provided training associated with the application, and processes/procedures
•Gain a full understanding of internal processes and assist as needed.
•Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
•Work closely with a great, close-knit team.
 

Requirements:

•US Citizenship required
•B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform, Amazon Web Services is required
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database and MySQL is desired
•Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
•5 to 8 + years of customer service experience
•Excellent technical troubleshooting experience is necessary.
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Superior MS Office Skills
•Strong business writing skills and the ability to author professional memos, reports, and correspondences
•Experience with reporting, metrics, SLA management, and quality assurance
•Strong organizational skills and the ability to build effective working relationships
•Excellent work ethics and customer focus
•Initiative, critical thinking and good follow through are key characteristics
•Any experience with Service Now or Jira or similar ticketing system is a must

Additional Skills:
•Previous participation in a complete, ground-up product deployment
•Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
•Willingness to work in a 24/7 environments in case the need arises
•Experience working with a diverse, global community is preferred
•Develop the ability to sense issues and activities and communicate/escalate effectively
 

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