L3 Production Support

L3 Production Support

Job Description:

Product Development support is responsible for responding to and resolving complex customer problems via incident management tool for MFiles products. The support focuses on indepth problem analysis of MFiles products and their integration into enterprisewide mixed environments. Isolate and provide resolution to customer issues or qualify the customer issue for Development level assistance or other assistance from other functions. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customerbased problems dealing with both the Escalation Team as well Development on reproducing and researching customers issues troubleshooting debugging documentation building lab environments software maintenance and testing.

Experience & Skills:

Minimum 5 years providing Product Dev support at a Level 3 position.

Must have indepth knowledge of various Microsoft Windows Operating systems MS SQL database LAN/WAN Networking and IT Network Operations experience.

Candidate should have administration Experience in Windows Server 2008RWindows 10 & 8 Windows Azure iOS Android and Web browsers

Scripting and programming skills in .Net framework JavaScript VBScript C C# SQL Powershell. (Java and Python a plus).

Windows ADAzure AD DNS DHCP IIS expertise

Filesystem System Log File Services Kernel Messages Process Monitoring

Knowledge of SQL server Database Management Query execution Administrative Tasks Should be able to write / enhance SQL queries.

Support and troubleshoot software systems as required optimizing performance resolving problems and providing followup on all issues and solutions

Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.

Experience with Visual Studio Git and SVN.

Respond to customers Dev support tickets via Ticketing tool.

Reporting product issues to development.

Effectively manage a personal ticket queue of new and ongoing tickets

Follow departmental procedures for response time ticket creation followups transfers and resolution.

Proven ability to communicate ideas with excellent verbal and written communication skills.

Strong interpersonal skills with the ability to listen to customers and translate their needs into specific actions and solutions.

Resolve support issues with a focus on root cause analysis to reduce recurring issues.

Work closely with development and support team members to resolve issues quickly and efficiently