Manage caseload (full escalations and requests for assistance)
Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams or external vendors as required
Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts
Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up an environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds
Mentor L1 and L2 Support Technicians, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education
Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction
BASIC QUALIFICATIONS
A minimum of 3 -5 years in a senior technical support role is required, providing support to the Retail industry (highly desirable)
Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML)
Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high-quality and sufficiently detailed case notes, Solid troubleshooting skills and proficiency in using related tools and technologies
Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor
PREFERRED QUALIFICATIONSSKILLS
Bachelors Degree in a related discipline preferred
Experience working in a managed services or outsourced environment
Previous experience working with retail software systems Point Of Sale(POS) and exposure to middleware Enterprise System Bus(ESB) and System Center Operations Manager (SCOM)
Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers Microsoft .NET Framework IIS 7, SCCM, and Virtual servers.
Scripting: batch, VB, PowerShell.
ITIL certification or significant background working in an ITIL environment
