Support Engineer II
4 weeks ago
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.
- 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.
- 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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