Position Purpose: Interns are responsible for watching tickets assigned to Middleware, watching monitoring tools, and acting on alerts for prod systems.
Primary Accountabilities/Responsibilities:
* Monitor tickets and provide second level support with all applicable upstream, downstream, batch, and application needs
* Identify, resolve, and escalate technical issue
* Communicate effectively in non-technical terms with staff to troubleshoot application issues
* Complete service requests in the agreed SLA timeframe
* Escalates problems beyond level of expertise to manager or more knowledge technical staff
* Collaborate with other supporting teams as needed
* Contribute to customer "how to" documentation, knowledge base articles, and internal troubleshooting guides
* Maintains prompt and regular attendance
* This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
Job Requirements:
* Knowledge in Linux, Windows
* Knowledge in Middleware Technologies such as IBM MQ, GoAnyWhere, JAMS, Kafka is welcomed
* Knowledge in monitoring and handling alerts
* Calm under pressure
* Knowledge working both independently and in a team oriented, collaborative environment is essential
* High customer service mentality
* Strong interest in process improvement
* Strong written and oral communication skills
* Strong interpersonal skills
* Self-motivated and strong diagnostic skills
* Must be authorized to work for any US employer
Physical requirements/Working conditions:
* Climate controlled office environment
* Minimal physical requirements other than occasional light lifting of boxed materials
* Dynamic, time-sensitive environment