Technician Support IT primarily responsible for maintenance and user support in an industrial setting. Working for an inclusive company focused on creating sustainable jobs for the disadvantaged.
About the role
- Technical Support Engineer assisting customers with complex questions about Rocket Software products. Troubleshooting installation, setup, configuration issues while maintaining customer satisfaction in the role.
Responsibilities
- Assist Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products
- Troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions
- Interact directly with various internal departments to facilitate customer request and troubleshoot product problems in a professional manner
- Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers
- Track and document inbound support requests and ensure proper notation of customer requests or issues
- Maintain knowledge about assigned products and company services available
- Contributing to the Knowledge Base via Creating and Editing the Customer issues
- Actively participating in the escalation process fully documenting and aggressively pursuing solutions to critical issues
- Participating in the evaluation of new releases of products and report on performance, functionality and issues to R&D
Requirements
- Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience
- Desire to step into a support role to investigate and resolve incidents based on Rockets products
- Excellent oral, written and interpersonal communications skills
- English language experience in spoken and writing is a prerequisite
- Proven organizational and time management skills
- Demonstrated experience adapting to change and managing priorities
- Strong customer service skills in interacting with both internal and external customers
- Mainframe Experience : z/OS Experience working with 1 or more z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM
- Operating system knowledge: Windows, Unix, Linux
- Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions
- Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
- Knowledge of Spark, Python, Java, Rexx
- Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols
- Knowledge/experience with ODBC/JDBC
- Knowledge/experience of DB2 utilities and DB2 stored procedures
- Knowledge/experience of DB2 LUW
- Knowledge/experience with Visual Studio .NET
- Knowledge/experience in z/OS Cobol or Natural
- Knowledge/experience in Microsoft SQL Server or Oracle
- Knowledge/experience working with RACF, ACF2 or Top Secret
- Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris
- Knowledge of Network topology
- Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams)
Benefits
- After-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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