Established in 1979 by career development expert, Richard Knowdell, the Network is an international non-profit association of career practitioners who work with youth and adults in job or career transition. Network members work in higher education, business organizations, government agencies, social service agencies, outplacement consulting firms and private...
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Have excellent problem solving skills in order to identify any issues or problems and assess the severity of the problem, determine an appropriate approach to solving problems, develop plans for implementing solutions etc.
Have good verbal and written communication skills
Have a high level of client service orientation
Be self-driven and have high energy levels
Be organized and assertive
Be a logical thinker
Be able to work independently with a high level of responsibility
Key Performance Areas
Support the production environment, upgrade, security, disaster recovery, hotcards, bins etc.
Setup and configure the Production environment (new sites, bins routing etc)
Ensure that communication channels are established with all clients at a technical level
Ensure that feedback is given to both management and clients
Investigating production related queries as raised by business or external parties
Ensure that adequate testing has taken place before implementing new systems or changes to existing systems
Setup and configure Disaster Recovery (DR)
Ensure that periodic tests are executed at the DR site
Ensure that failover procedures are documented and kept up to date
Ensure that all technical documentation is current and freely available
Ensure that all processes are documented
Test any new system releases / upgrades from Development or Service Providers
Ensure that a testing schedule and procedure is available
System Maintenance (Production and Test)
Database management and maintenance
Responsibilities
Strong written and spoken communication skills
Analytical and logical problem-solving skills
Provide support to customer via excellent written and spoken skills
Provide process enhancements and recommendations
Automate monthly system reports for customers and management
Responsible for recurring system changes on customer environments
Provide solid technical foundation to/across all of our customer environments
Proactively manage the customer environments
Ensure that all incidents are logged and effectively managed, resolved and escalated if necessary
Identify trends across customer base and feedback observations and assessments
Revision of technical documentation and specifications as part of troubleshooting process and contributing to the Knowledge base
Detailed investigation and analysis of incidents which might include, but is not limited to:
Analysis using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
The ability to write and edit scripts or simple programs
SQL and TSQL scripting to query and update database contents
Linux and Windows OS skills advantageous
Simulation of software faults and customer environments
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