Level 2 Technical Support Specialist ( with German )

Employer: confidential
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 23.05.2018

    Required Skills:
    • experience in a similar position (preferably some Mainframe experience)
    • 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)

    Nice to have:
    • German: intermediary / fluent
    • ITIL V3 certification
    Experience in the following:
    • Cobol, Visual Basic (VB)
    • DB2 from V11.2 upwards
    • IMS DB V14
    • SQL for DB2 and IMS
    • z/OS V.2.1 - JES3 2.1, z/OS - IMS V14
    • TSO, JCL, Horizont XINFO, ITP Panorama and/or Microfocus Revolce, IBM QMF, UltraEdit, 3270/TSO Terminal,
    • PROBA, Adabas


    Analyzing customer developed programs, batch files, job control scripts, file deliveries and database content by using mainframe and 3rd party tools
    o Batch processing on dedicated operation systems
    o Tools and data access methods on dedicated host platforms
    o Online Processing by CICS TS/zOS, DB2/UDB SQL and Utilities
    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:
    • Cobol, Visual Basic (VB)
    • Databases: DB2 from V11.2 upwards, CICS/VSAM, IMS DB V14; SQL for DB2 and IMS, Adabas
    • Operating System: z/OS V.2.1 - JES3 2.1, z/OS - IMS V14
    • Mainframe Tools: TSO, JCL, Horizont XINFO, ITP Panorama and/or Microfocus Revolce, IBM QMF, UltraEdit, 3270/TSO Terminal, PROBA