NYCPHP Meetup

[Diane Grodzicki/HSI]

Title:  Application Support Engineer

Reporting to the Vice President of Operations, the Application Support
Engineer will have a key
role in coordinating system and application issues with customers and
internal account -
management teams. Based in Fairfield County, CT., and working with a small
team in the UK and
the US, the primary responsibility will be to provide strong technical
operational support of
this company's production applications and hardware and software
infrastructure. Support will extend
to key monitoring of production services, diagnosis of problems and
assessment of both internal
and client impact following any kind of incident. The role requires
occasional out-of hours on-call
duties to be able to address any customer issues which might arise at those
times and need
support.

Key areas of responsibility:

1.  Application support
o Gain a thorough understanding of this company's system architecture to be
able to
provide initial support to customer issues, either in production or in test
environments.

o Work with the level-2 operations team and level -3 development team to
quickly
diagnose and resolve issues as they arise.

o Work with account-management to ensure that customer issues are
addressed,
communicated and that necessary incident reports are made available in a
timely
fashion.
o Manage incident data to ensure that incident tickets are kept up-to-date,
are
closed when completed and to provide the VP of Operations incident summary
data as required.

2.  Production system support
o Providing systems support relating to this company's platforms,
databases, networks
and applications

3.  General technical support
o General support to this company's staff team, including PCs, laptops,
networks,
printers, etc. This kind of support is occasional and is shared between all
members of the operations team

Skills:

Primary skills:
· Linux, preferably RedHat
· Shell scripting
· MySQL or equivalent
· Basic TCP/IP troubleshooting
· Linux system performance troubleshooting
· Basic knowledge of Java VM (install and config)
· MS Windows Server 2000/2003
· DNS and Active Directory
· Familiarity with SSL
· Familiarity with working in an production operational support environment
· Problem and incident diagnosis and resolution
· Excellent team-player & communications, able to work internally and with
clients
· Familiarity with general office hardware & software

Secondary skills:
· Hands-on operations experience, systems & software
· Familiarity with CTI (Computer Telephony Interface) systems
· Familiarity with networking infrastructure (switches, routers, firewalls)
· Apache and Tomcat configuration
· MS Word/Excel/Outlook
· Knowledge of MS Exchange
· Software development skills

Compensation and Benefits:

· Competitive salary
· Personal bonus scheme
· Company stock options
· Private health plan
· Contributory 401K pension