Title: Technical Support Specialist

Reports: Supervisor of IT Ops

Status:

Supervises: No

Position Summary: The Tech Support Specialist is able to exercise substantial independence of judgment in performing job duties. The Tech Support Specialist performs a variety of tasks, such as proactively monitoring IT Systems and executing complex activities related to IT Operations. This includes monitoring the operational status and performance of the processes in the various environments at the Level 1 and some level 2 support model. These systems include Microsoft SQL, Teradata, Informatica, FTP, Connect Direct, and ActiveBatch servers. This includes working actively with IT staff to quickly resolve them.. This includes the responsibility of scheduling and balancing work load effectively. This individual will assist with developing, implementing, and oversee policies and procedures to ensure consistent service levels and quick resolutions.

Essential Job Functions :

• Analyze, diagnose, and resolve system errors, malfunctions, mis-configurations, and job stoppages to maintain services, enhance capabilities, and prevent system outages.
• Ad-hoc query performance tuning. Find and assist business users who have poorly performing queries and suggest ways to improve them.
• Data gathering for trend analysis of the systems to aid in long term performance and infrastructure needs.
• Capable of planning, organizing and coordinating daily schedules for all batch processes and job control set up.
• Work cooperatively with various areas in Information Technology, for example: applications, systems, helpdesk, and other areas.
• Seek assistance from technical staff to resolve production issues and escalate system problems as appropriate.
• Provide for a smooth shift change by adequately transitioning all activities to the next shift operator and securing other areas of the facility when appropriate.
• Establish and maintain accurate data records and filing systems to be used in the production and updating of relevant operational records and reports.
• Will be required to perform operations during critical demand periods, emergency situations, or scheduled vacations.
• Conduct research on emerging products, services, protocols and standards in support of IT Operations technology procurement and development efforts.
• Responsible for reviewing and deploying configurations into Production
• Participates with all stakeholders to assure proper infrastructure readiness
• Participates in technical production readiness reviews
• Works closely with Performance and Capacity team to ensure alignment with non-functional requirements
• Provides technical support and technical quality control throughout all stages of projects
• Participates in development and execution of component and data center-to-data center DR test plans
• Responsible for developing and planning the implementation of technical downtime and recovery processes and the technical setup of downtime systems
• Maintains close communication with the vendor technical teams ensuring standards are documented and followed
• Develops standard job definitions and ensures consistent deployments to all ActiveBatch clients
• Validates that all application upgrades and patches are systematically applied to all server nodes and clients
• Implements backup/recovery process in conjunction with the storage team
• Participates in root cause analysis for infrastructure-related incidents
• Participates in design reviews to ensure infrastructure and operational requirements are understood and addressed
• Responsible for the health monitoring of the ActiveBatch environment

Other Duties:

• *Night and possible weekend support will be required
• Perform other related duties as delegated by the Supervisor of IT

Minimum Requirements:

• A four-year degree or a two-year degree with significant business experience
• At least three years' experience in an IT environment
• SQL Experience(SQL Server 2008/2012, SSIS, SSRS)
• Must be able to perform essential operations during critical demand periods, emergency situations, or scheduled vacations
• Scripting(FTP, preferably)

Preferred Requirements:

• Two or more years of programming experience using the MS SQL server development tools or equivalent education/work experience.
• Previous work experience with a healthcare / insurance company a plus.

Core Competencies :

• Experience with the deployment and management of Workload Scheduler in an enterprise environment
• Understanding of networking concepts (TCP/IP, routing, firewalls, network security)
• Excellent conflict-resolution skills
• Excellent logic, verbal and mathematics skills and ability to explore and analyze alternatives
• Expert understanding of software development and infrastructure project lifecycles

• Effective time management, allowing for dynamic work environment.
• Strong ability to communicate both orally and in a written form.
• Organizational skills demonstrated through complete and thorough documentation for auditing purposes.
• Candidate must possess skills related to qualitative and quantitative data analysis and tools generation; ability to take unrelated data sources and define/combine to meet information requirements for IT and Business evaluation and decision-making processes.
• Ability to work constructively in a team environment
• Interpersonal skills which ensure a positive and efficient working relation with personnel, customers and vendors.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.