Production Support Technician II

Description POSITION OVERVIEW:The Production Support Technician II is responsible for the research, development and documentation of standards and methodologies used to enhance the existing client services environment. He/She must be able to view the environment from tactical and strategic perspectives. In addition, they will assist staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose, resolve and document unique, non-recurring problems. The employee in this position also assists in the maintenance and testing of network servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.RESPONSIBILITIES:

Respond to problem tickets within service level agreement timeframes.

Using technical knowledge, triage problem tickets and assign to appropriate development or environment support personnel.

Create ad-hoc reports using Microsoft Excel, Crystal Reports or other reporting tools.

Advanced problem management skills in identifying trends and providing information that can be used to eliminate recurring problems.

Prioritize problem and enhancement request queue to satisfy end user requirements within service level agreements.

Set standards of excellence for routine operations and problem resolution across platforms.

Develop and track meaningful analytics for the production support and change management teams.

Assist in the transition of new IT processes and systems from development to a production environment.

Report to management and users on project progress, problems and need for changes.

Assist in the development of change control policies and processes.

Maintain a broad knowledge of technical troubleshooting tools and resources.

Participates in professional development activities as appropriate.

Identify and document problem resolutions and incorporate into a knowledgebase system.

Advanced ability to look at data and identify recurring patterns.

Strong ability to communicate effectively orally and in writing.

Requirements

Six years work experience in a technical position.

Bachelor degree in Computer Science or Business desired.

Certification in technical training.

Excellent knowledge of systems management processes and procedures on Tandem, Unix and Microsoft NT systems.

Excellent verbal and written communication and presentation skills.

Excellent interpersonal skills.

Excellent organizational abilities.

Excellent problem solving skills and ability to perform during stressful situations.

Excellent phone etiquette.

Good knowledge and use of productivity tools.

Strong script writing and interpretation.

Strong analytical and problem-solving skills to diagnose/resolve complex issues.

Strong script writing and interpretation.

Strong knowledge of software development life cycle and enterprise-level business systems.

Understanding of Database concepts including Oracle and SQL.

Good knowledge of data archiving methodologies and use of system backup software (preferable Veritas Netbackup).

Good knowledge of how to use enterprise management tools: Event Messaging, Scheduler, File Transfer, and Software Delivery.

Good knowledge of Networking Concepts and Technologies (e.g. TCP/IP, Frame Relay, SNA, Hubs and Routers.

Lifting and carrying items up to 50 lbs.

Able to work independently and creatively problem solve technical problems.

Prolonged sitting and standing.

Prolonged visual contact with computer monitors.

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