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L3 Technical Support Specialist at CME, Remote

We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors. You will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which include the build-out of new workflows, as well as updates and support/repairs of existing critical, time-sensitive internal and B-2-B data transfers.

Your responsibilities would include:

• Level 3 Support: Act as the primary point of contact for escalated cases from Level 2 support, demonstrating a high level of technical proficiency and problem-solving skills.
• Technical Troubleshooting: Diagnose and resolve complex technical issues related to Linux systems, SQL databases, and other IT infrastructure components.
• Case Management: Effectively manage and prioritize escalated cases, ensuring timely resolution and providing detailed documentation of the troubleshooting and resolution process.
• Collaboration: Work closely with Level 2 support engineers, system administrators, and other IT teams to share knowledge, collaborate on solutions, and contribute to continuous improvement efforts.
• Emergency Response: Act as a point of contact during critical incidents, participating in on-call rotations, and providing rapid response to ensure minimal downtime and optimal system performance.
• Incident Root Cause Analysis: Conduct thorough root cause analyses for escalated incidents, identifying underlying issues and proposing preventive measures to minimize the recurrence of similar problems.
• Performance Optimization: Proactively identify opportunities for performance optimization, system enhancements, and process improvements to ensure the reliability and efficiency of our IT systems.
• Documentation: Create and maintain comprehensive documentation of systems, procedures, and troubleshooting steps to facilitate knowledge sharing and training.

Requirements

• BS degree in Information Technology, Computer Science, or a relevant field
• Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…)
• Ability to create ad-hoc SQL queries (DB2, MySQL, SQL server…)
• Basic Microsoft Office skills.
• Past experience with Point-of-Sale systems is a plus.
• Understanding of environmental variables.
• Knowledge of XML.
• Scripting in Perl and Shell are desired.
• Intermediate JavaScript for batch workflows (Just file operations)
• Excellent verbal and written English communication skills.