Responsibilities:

This Tier 2 Production Support Engineer is a 6 month contract with the potential to go full time. The individual hired for this position will provide end user support of applications for 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 includes
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for all activities required to perform, monitor, and report on the incident remediation efforts.
•Can 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.
•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:
 oCustomer Service
 oApplication 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
•3 + years of customer service experience
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Linux OS support experience is a Must
•Able to write SQL Queries and Shell or Python Scripting is a Must and is nonnegotiable.
•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
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform is a plus
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database product line 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
•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 description Apply Bridgewater, NJ Customer Support 2469 Responsibilities: This customer support care center. The individual hired for this position will provide end user support of applications for 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 includes
•Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•Responsible for all activities required to perform, monitor, and report on the incident remediation efforts.
•Can 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.
•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:
oCustomer Service
oApplication 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
•3 + years of customer service experience
•Excellent phone and verbal communication skills
•Application support experience is a Must
•Linux OS support experience is a Must
•Able to write SQL Queries and Shell or Python Scripting is a Must and is nonnegotiable.
•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
•Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform is a plus
•Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database product line 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
•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