Support Engineer II

Company: 21st Century Software Technologies, Inc.
Location: Boston
Posted on: September 25, 2022

Job Description:

This position provides in-depth software support for IBM JCL Expert, z/OS Change Tracker, or other System Z software products developed and marketed by the company. Strong technical, organizational, and interpersonal skills are necessary to accomplish company and personal goals. Responsibilities: Accurately assess customer needs, set, and meet expectations. Provide ongoing technical support and guidance to customers using defined support guidelines. Perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem. Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and 21CSW software tools. Research knowledge base, support portal and documentation for reoccurring known issues Address and manage critical situations (Severity 1) as an escalation expert across several products. Maintain case tracking details for similar/future problem resolution. Provide status updates to management of ongoing high-risk cases. Ongoing self-directed learning to expand expertise of the existing product line. Point of escalation in preparing, recommending, and implementing solutions for junior team members. Provide cross-training, technical leadership and information sharing with other staff members. Technical subject matter expert on multiple products. Work effectively across multiple teams to research and resolve product or customer issues. Some after-hours, weekends and on-call responsibilities may be required. Qualifications and Education Requirements: Previous Technical Support experience required. Minimum three years systems experience in an IBM Z environment required. Comprehensive understanding of z/OS systems required. Comprehensive understanding of IBM utilities, such as SMP/E and installation methodologies. Understanding of Microsoft office product suite. Strong planning and organizational skills. Strong interpersonal and communication skills. Strong customer service focus. Strong analysis, problem determination and resolution skills. Strong ability to clearly communicate technical information to all audiences. Preferred Skills Understanding of z/OS, JCL, ISPF, USS COMMAND LINE, REST APIS, RACF, z/OSMF and Zowe, Systems Programming Change Management functions See job description Additional Information:

Keywords: 21st Century Software Technologies, Inc., Boston , Support Engineer II, Engineering , Boston, Massachusetts