IT Production Support Engineer

Job#: 3018868

Job Description:

Duties:Technical Expertise:

Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.

Ability to troubleshoot intricate technical problems across various systems and platforms.

Proficient in utilizing debugging tools and techniques to identify root causes.

Team Leadership:

Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management.

Coaching and developing technical skills of team members through knowledge sharing and training sessions.

Performance monitoring and feedback to optimize team efficiency.

Customer Interaction:

Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions.

Communicating effectively with customers to understand their needs and manage expectations.

Proactively identifying potential customer concerns and taking preventive measures.

Incident Management:

Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues.

Performing root cause analysis to prevent recurring problems and implement corrective actions.

Maintaining accurate documentation of incidents and resolutions in the ticketing system.

Knowledge Base Development:

Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team.

Sharing best practices and technical knowledge within the support team.

Process Improvement:

Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency.

Contributing to the development of new support tools and procedures.

Qualifications

Skills:Bachelor's degree in Computer Science, Information Technology, or a related field.

Must have 8+ years of experience in L2 function supporting Order to Cash business function.

Strong Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite etc.,) for troubleshooting & reporting purposes.

Excellent problem-solving and analytical skills

Exceptional communication and interpersonal skills to effectively interact with customers and technical teams

Ability to work under pressure and manage multiple priorities effectively

Experience in leading and mentoring technical support teams

Proficiency in ticketing systems and knowledge base tools

Maintain agreed SLA's, MTTA and MTTR.

Required to work in the shift model to provide global and on-call support.

Certifications, domain knowledge : Salesforce, SAP, Java

Education:Bachelor's degree in Computer Science, Information Technology, or a related field.

Required Skills:

Language:

Minimum Degree Required:

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

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. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.