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Company

myGwork - LGBTQ+ Business Community · 2 days ago

Technical Analyst 2-Support

United States

Full-time

Remote

Entry, Mid Level

$32.12/hr - $51.44/hr

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Internet

No H1B

U.S. Citizen Only

Security Clearance Required

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Responsibilities

Support of products, platforms, databases, applications, tools, networks, etc.

Create/execute troubleshooting queries, scripting, or utilize tooling to help identify issues and issue impact.

Gather and analyze log files to identify potential failure source through the use of various troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc.

Understand integration points with related Products and where failure points could appear.

Identify and communicate workarounds when necessary for client requirements.

When applicable, escalating and collaborating with Service Team resources to investigate potential next steps

Provide technical information to Service Team with recreation and causal details

Collaborating on potential paths for correction to Service Teams taking into account client needs, custom workflows, potential custom scripts for a unique client, etc.

Participate in Service Team regularly scheduled meetings to help prioritize current issues based on impact/work effort

Prioritize tickets in queue based on high impact clients, including High Touch, Focus Client, Upgrade Issues, Testing Partner, and Federal

Participate or lead regularly scheduled scrums or collaboration meetings with others supporting the same products or platforms

Directly communicate regular updates to both internal and external stakeholders

Assist with Contact Driver ideation and reduction. Engineers are responsible for identifying path to eliminate problematic/repeat volume.

Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.

Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues

Collaborates with operations/OHH teams that are operating the product, platform, etc. Takes place in operations meetings as a stakeholder

Assist with new Products/new code being turned over to Support from Service Teams via OHRM to ensure proper details and documentation are provided to assist with future issue investigations

Provide 24x7 On Call Support for all Products for critical incidents

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SQLLinuxTechnical supportLog file analysisClient communicationScriptingIntegration understanding

Required

U.S. Citizenship on U.S. soil is required. This position requires you to be eligible to receive a federal security clearance which requires you to be a U.S. Citizen.

Bachelor of Science degree in Computer Science, Computer Engineering, Software Engineering, Computer Information Systems, Information Systems, Information Technology or related field, or equivalent, relevant work experience

Troubleshooting in a technical support environment

Experience with SQL and Linux

Benefits

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.

Accrued Vacation is provided to all other employees eligible for vacation benefits.

For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.

Vacation accrual is prorated for employees working between 20 and 34 hours per week.

Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire.

Refreshes each calendar year.

Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance