The Technical Support Engineer builds, deploys, provides 24 x 7 operational support of live project and solutions and further enhancements or fixes arising during the support phase of the Platform Solutions Engineering function. Additionally, the technical support engineer is focused on proactive management and maintenance of deployed customer solutions to ensure performance and operation and to assure achievement of SLA’s. The post holder must ensure the provision of 100% customer focus at all times. Key Accountabilities - Deliver a positive, memorable and meaningful service which exceeds the expectations of both the internal and external customer - Responsibility for ensuring all helpdesk issues receive appropriate action and/or resolution within given service level agreements for given customer. - Act as primary point of contact for given customer, keeping all appropriate operation account managers aware of issues and escalating where appropriate. - Investigate and progress both customer and internal issues at an application level including the identification of basic workarounds - Discuss issues with customers including taking a key part in conference calls - Proactive management and maintenance of all deployed solution - Capacity and performance management to assure delivery of contracted levels of service - Capacity and performance forecasting to ensure appropriate actions are taken to ensure the continued delivery of contracted levels of service - Take part in and influence meetings. - Affect SOPs relevant to role. - Participate in a 24 x 7 on call support rotation as required - Perform periodic production system management and cleanup, such as archiving and cleaning up log files, report files, and other application-generated data files - Execute Data Change Requests and System Change Requests for production systems - Provide programming support for application integration, data migration, and reporting projects under supervision of Technical Lead - Participate in PMD process. - Works with minimal guidance and supervision. - Create & maintain documentation for all support functions. Qualifications Skills - Understanding of the Software Development Life Cycle - Excellent communication skills. - Client focused approach to work. - A flexible attitude with respect to work assignments and new learning. - Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail. - Possesses the ability to organize information, prioritize workload and tasks in a timely manner - Possesses an understanding of supporting Java web applications. - Possesses a good understanding of software development languages and tools such as Jscript, VBScript, XML and SQL. TIBCO and Informatica is desired but not required. - Knowledge of relational databases, preferably Oracle, SQL Server - Ability to prioritize work, mulit-task and meet deadlines. - Ability to work and communicate in a project team environment. - Ability to work on own initiative with minimal supervision. - Some knowledge of clinical data management process for FDA regulated companies is a plus. Familiarity with FDA regulations such as 21 CFR Part 11 and GxP desirable. - Ability to manage a wide range of projects or high priority issues at any one time. - Ability to work independently on all but a few issues, using initiative as necessary. Can guide and influence others, suggesting solutions and coordinating efforts Education - Degree or higher degree in Computer Science, Engineering or related discipline, - Or equivalent work experience and have a demonstrable experience and interest in programming using any of the industry standard languages. - Or ITIL v3 Language Skills - Fluent knowledge of written and spoken English Minimum Work Experience - Previous experience in application or database support - Experience of working in a level 2 or level 3 support role or equivalent within a customer service environment. - Experience with ITIL.
Source : parexel international