Support Engineer II

4 weeks ago


Morristown, United States 21st Century Software Full time

21st Century Software is an international software development company located in Boston.
We develop and maintain Mainframe-based software products, partnering with leaders in the Z industry, to service our global customer network. We provide innovative, modern solutions aimed at growing and revitalizing the Z platform.

Job Description:

As a Technical Support Engineer at 21st Century Software, you will play a crucial role in ensuring the satisfaction of our global customer base. We are seeking a self-motivated and skilled individual with a passion for problem-solving and customer service.

Responsibilities

  • Accurately assess customer needs, set, and meet expectations.
  • Provide ongoing technical support and guidance to customers using defined support guidelines.
  • Perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.
  • Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and 21CS software tools.
  • Research knowledge base and documentation for reoccurring known issues.
  • Address and manage critical situations (Severity 1) as an escalation expert for assigned product.
  • Maintain case tracking details for similar/future problem resolution.
  • Provide status updates to management of ongoing high-risk cases.
  • Ongoing self-directed learning to expand expertise of the existing product line.
  • Work effectively across multiple teams to research and resolve product or customer issues.
  • Some after-hours, weekends and on-call responsibilities may be required.
Qualifications and Education Requirements:
  • Previous Technical Support experience required.
  • Understanding of z/OS systems required.
  • Understanding of IBM utilities, such as SMP/E and installation methodologies.
  • Understanding of Microsoft office product suite.
  • Strong planning and organizational skills.
  • Strong interpersonal and communication skills.
  • Strong customer service focus.
  • Strong analysis, problem determination and resolution skills.
  • Strong ability to clearly communicate technical information to all audiences.
Preferred Skills
  • Understanding of JCL, SQL, REXX, SMF and/or SAS.
  • Systems experience in an IBM Z environment preferred
  • Prior knowledge of IBM Z Performance and Capacity Analytics (IZPCA) desired
  • Prior knowledge of Cognos desired


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