Job Info

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18540 Technical Support Specialist II (Open)

     

Position Type:

Full time

       

Location(s):

US.IL.Chicago.Office

        

      

Position Details:

Job Summary

The Ascendon Technical Support Specialist is accountable for supporting the applications delivered by the Ascendon Product Development Teams. Below are the job requirements and main areas of accountability:

• High comfort level with context switching and multi-tasking
• Ticket intake and triage; Troubleshoot, diagnose, triage application defects
• Tight Incident Management procedures; Frequent updates, progress, transparency
• Incident ownership from inception to resolution
• Drive effort with the internal stakeholders to gather data and move issues to resolution
• Drive project initiatives
• Respond to requests such as clarifying functionality and configuration and completing service requests
• Monitoring and maintaining environments
• Participating in the Application Support on-call rotation schedule

Essential Job Functions

Responsibility

% of Time

Investigate and Resolve Software Issues leveraging minimal help from the team and external resources

50%

Work with Development Teams, Client Services and Managed Services for issue resolution

15%

Respond to Service Requests, Configuration and Functionality Queries, and refine internal Documentation

10%

Monitor and maintain production, customer test and internal environments; Proactively Identify and Address issues

10%

Application Support on-call

10%

Participate in and contribute at daily stand-up meetings

5%

Regular and reliable attendance is required

Ongoing

Understands and adheres to CSG Security and Compliance standards as they appear in Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified.

Ongoing

Incumbent is accountable for professional working behavior to include: building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG's core competencies and values.

Ongoing

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or 3+ years equivalent experience.

Experience

• Working knowledge of SQL Databases, Caching concepts, Network and Infrastructure models

Preferred

• Experience with AWS Cloud Services, Postman, Elasticsearch, Kibana, JIRA and Remedy

Knowledge, Skills and Abilities

• An ability to work independently, with minimal assistance to solve problems
• Excellent written and verbal communication skills with internal and external stakeholders
• Excellent collaboration and organizational skills
• Strong analysis and complex problem solving skills
• Ability to diagnose & address application issues

Physical Requirements

• Keyboarding/Writing/Clicking/Working with fingers - >67% of the time
• Sitting - >67% of the time
• Standing/Walking - 1-33% of the time
• Pushing/Pulling - Not Applicable
• Lifting/Carrying - Not Applicable
• Vision - Near/Far - Good near vision required for working on the computer
• Hearing - Position requires ability to hear oral information
• Talking - Position requires oral communication

This job has expired.