Application Support Engineer

TECHEAD >> Application Support Engineer

Summary

Title:	Application Support Engineer
ID:	11866 JC
Department:	Information Technology
Campaign Start Date:	01/22/2019
Salary Range:	N/A
Location:	Newport News, VA

Description

Techead is celebrating thirty years of incredible heritage, talent, and accomplishments!

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TECHEAD | 11866

Application Support Engineer

Contract to Hire

MUST BE ABLE TO WORK IN THE U.S. WITHOUT SPONSORSHIP.

TECHEAD is seeking an Application Support Engineer to join our team. As an Application Support Engineer your tasks will include but may not be limited to:

A Global Helpdesk Engineer provides telephone/web/email support to clients and specifically provides application and technical troubleshooting assistance to users of the Automation Manager and Warehouse Management applications. The primary role is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators.

Participates in 24/7 schedule involving rotating shifts (includes evenings and weekends).

Core tasks	Measurable performance indicators
Take ownership of complete incident resolution with a professional, customer-centric attitude.	Customer satisfaction (customer feedback is main input into manager appraisal) “Time to fix” and margin for all-in contracts
Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.	Incidents are escalated to appropriate resources on time and according to our defined Service Level Agreements and internal processes. This includes issuing Escalation details via email to CS Management following 2-hour duration of incident
Close tickets in a timely manner following incident resolution	Tickets closed during one’s shift are updated accurately/completely and closed. Any open incidents are tracked by Team Leaders.
Maintain an accurate record of activities using office tools and Incident Management software.	Tickets are complete and accurate, verifiable by the Helpdesk Team Leaders
Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.	A knowledge article is written and approved for each escalated incident.

Required knowledge, skills, and abilities

Essential

Excellent written and verbal English communication
Knowledge of WMS, Oracle PL/SQL, UNIX, C+, .net, Forms and Reports
Basic to intermediate knowledge of application, databases and operating systems
Willingness to travel and standby for support service if needed
Able to come to work on time and work as part of a customer-oriented team
Detail oriented with a responsible work ethic.

Desirable

Knowledge of Warehouse Management Systems, logistics processes and AS/RS systems
Further language skills a plus.

TECHEAD's mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees reflects who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. For more information on TECHEAD please visit www.techead.com. No second parties will be accepted.

This opening is closed and is no longer accepting applications