Level 2 Technical Support Specialist ( with German )

Required skills:
• 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)

Nice to have:
• German: intermediary / fluent
• 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
• Knowledge of AIX V7.1
• Programming skills Oracle Java RT / Java 2 SDK Standard Edition V1.6 or higher, Perl
• Programming skills Oracle-SQL, MS SQL 2008
• Knowledge of Webtrends Analytics 9 or higher
• .NET / C#, C++ knowledge
• Linux Red Hat Enterprise V6.7
• HP Business Service Manager
• IIS (Internet Information Server) Web Server v6.0 or higher

Role description:
• 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 v6.0 or higher) configuration and maintenance;
• Windows Server 2008 / 2012 configuration and maintenance;
• AIX V7.1 / Linux Red Hat Enterprise V6.7
• Oracle PL/SQL analysis, code debugging - Oracle-SQL, MS SQL 2008;
• Oracle Java RT / Java 2 SDK Standard Edition V1.6 or higher, Perl, ASP.NET analysis and debug
• Tools: XML Spy, CyberArk, Visio, Adobe Experience Manager, SSH and Telnet Clients (eg. PuTTY, WinSCOP etc.)