Level 2 Technical Support Specialist

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We are searching for a new colleague for the Level 2 Technical Support Specialist with German skills for a car manufacturer client.

The employees in this role will be responsible for the maintenance and support of application systems currently running on various platforms, such as Mainframe, Client Server and WEB.

Requirements:

- Deep application knowledge of the client business process,
- Communication skills with end users,
- Understanding the end user issues/concerns;
- prioritizing issues for resolution,
- Maintain/improve the quality of the application systems in terms of the running environment such as program library management and the creation of associated documentation,
- Report the application maintenance status to the client in terms of change and problem management,
- Address questions raised by end users,
- Client IT individuals or help desk,
- Determine/resolve problems reported from end users,
- system operators and help desk,
- Creation of SLA reports as well as improvement plan to maintain SLA, and Propose optimization of the business process efficiencies associated with IT technology
- Propose optimization of the business process efficiencies associated with IT technology
- Experience in a similar position
- IT background (e.g.: Computer Science, Automation, Cybernetics graduate)
- Basic database understanding (how it works, query interpretation, query writing)
- Ability to interpret/analyze code and application logs in order to troubleshoot errors
- Problem solver, customer oriented
- Ability to analyze, synthesize and make decisions under SLAs
- Strong communication skills
- Teamwork skills
- Negotiation skills, diplomatic
- English: fluent
- Flexibility for travel (during knowledge transfer 50% and up to 15-20% after)
- Willing to do on call support (from home)

Responsibilities:

• Analyzing customer developed programs, batch files, job control scripts, file deliveries and database content by using customer tools and 3rd party tools
o Application specific scripts on dedicated server platforms
o SLA checkpoints (e.g. server response times, downtimes, process availability, etc.)
o Interfaces (e.g. log files, scripts, file transfers etc.)
o Databases (e.g. central DB processes, error writing processes, table spaces, load and performance characteristics etc.)
o Definition and Performing daily health checks (e.g. daily data imports, file transfers and provisioning on dedicated servers, etc.)
• Provide support in all deployment and administration related activities;
• Participate in the production and maintenance of the infrastructure requirements for the new IT projects and the major releases of the existing IT systems and applications;
• Provide basics tasks of 3rd level support including debugging, test cases;
• Responsible for incident, problem, change, release, configuration management, technical support;
• Perform application deployment related testing (installation, removal, and reinstallation) and adjust the installation scripts, procedures and guidelines;
• Create/update product documentation;
Technical description of the application cluster:
• Windows server (IIS) configuration and maintenance;
• Windows Server 2008 / 2012, Active Directory configuration and maintenance;
• Oracle PL/SQL analysis, code debugging - Oracle-SQL, MS SQL 2008;
• Main technology for the application cluster: .NET V3.5 and higher / C# V3.0 and higher
• Tools: IBA Logfile Viewer, XML Spy, CyberArk, MS Visual Studio, Visio

Nice to have:

• ITIL V3 certification
Experience in the following:
• Windows Server 2008/2012
• Oracle SQL / MS SQL, Oracle PL/SQL, Oracle V11.2
• MS SQL Server 2008 R2, MS SQL Server 2012
• Programming skills in .NET V3.5 and higher / C# V3.0 and higher
• Programming skills Oracle-SQL, MS SQL 2008
• Active Directory
• HP Business Service Manager
• IIS (Internet Information Server) Web Server