The essential responsibilities of the Production Support Engineer – Sr. Lev 1 are to monitor the hardware and software components in the production environment as well as provide level-1 support to partners. Use various tools to monitor these devices, record device issues and ensure proper resolution. Interact with partner's production operation staff in notifying them of issues and helping to resolve issues. Responsible for administering the system in an operations role as determined and scheduled by operations documentation. ~
Primary Duties
Researching and repairing issues that can be corrected by following documented procedures Assuring the highest levels of site availability Troubleshooting issues in a Microsoft web environment Notifying appropriate personnel upon issue resolution and escalating issues when necessary Working with partners to resolve issues Maintain and update NOC contact and process documentation as needed Work with Level 2 Production Support Engineers to document new NOC procedures Assist Level 2 Production Support Engineers in advanced NOC tasks such as escalating issues to and working with Level 3 support personnel to resolve incidents Work with Monitoring Team in cleaning up unnecessary system alarms and alerts, as well as suggest additional monitoring functionality Requirements
Bachelor’s degree or the equivalent experience required, plus two to three years of technical support experience, server support, and technical customer service support Prior experience as a Level 1 Production Support Engineer Knowledge of various network protocols (especially TCP/IP) and the tools used to test communications on these protocols Microsoft IIS, Windows 2000, Windows 2003 and NT Strong working knowledge of Microsoft technologies Must have experience using system monitoring tools such as BMC Patrol & BMC Remedy MCP Ability to work in a fast-paced environment Ability to make sound, quick decisions to recover application availability to customers Ability to work in a team and independently to fix issues with little or no supervision Experience with Microsoft Message Queue (MSMQ) and IBM MQ Series Experience with troubleshooting custom, in-house applications Detail and process oriented 2nd Shift 1:00 pm – 12:00 4 days a week and including some weekend and holiday shifts. Must be flexible. *LI-SC1
Monster - 30+ days ago
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