L3 Technical Support

We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors. Will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which include the build-out of new workflows, as well as updates and support/repairs of existing critical, time-sensitive internal and B-2-B data transfers.

• Using client applications and tools, and adapting to client processes.
  
• Understanding large-scale architecture and communicating with different responsible parties.
  
• Researching and identifying solutions to software/hardware issues.
  
• Diagnosing and troubleshooting technical issues.
  
• Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint.
  
• Filling XML templates to send cache requests.
  
• Tracking computer system issues through to resolution, within agreed time limits.
  
• Properly escalating unresolved issues to appropriate internal teams (e.g. software teams).
  
• Referring to internal databases or external resources to provide accurate tech solutions.
  
• Ensuring all issues are properly logged.
  
• Prioritizing and managing several open issues at one time.
  
• Following up with clients to ensure their IT systems are fully functional after troubleshooting.
  
• Preparing accurate and timely reports.
  
• Documenting technical knowledge in the form of notes and manuals.
  
• Maintaining jovial relationships with clients.
  

• BS degree in Information Technology, Computer Science, or a relevant field.
  
• Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…)
  
• Understanding of environmental variables.
  
• SQL (DB2, MySQL, SQL server...)
  
• Knowledge of XML.
  
• Scripting in Perl and Shell are desired.
  
• Intermediate JavaScript for batch workflows (Just file operations)
  
• Excellent verbal and written English communication skills.