Job Description :
Job Description:
The role of the Solution Engineer includes providing technical analysis, troubleshooting and driving incident remediation for a portfolio of applications on various technology platforms that include both custom developed and packaged software solutions. The Application Support Engineer is required to work closely with Application Development, infrastructure, and business teams to ensure the timely analysis and resolution of issues raised on a day to day basis. The Engineer is also required to adopt the standard operate framework within Corporate Technology and use the various tools for incident, risk, resiliency, change and knowledge management.
The Engineering responsibilities shall include but are not be limited to:
Problem management requiring expert knowledge of Windows desktop operating systems, AD, Sysinternals, performance monitor, application troubleshooting, Splunk, and Virtualization.
3rd level incident management requiring expert knowledge of Virtual Platform, Windows desktop operating systems, AD, and Application Virtualization.
Anticipates trends and developments in client situation which could represent strategic opportunities or threats.
Establishing and maintaining standards for the desktop expected state.
Develop automation to remediate incidents and problems.
Frequently anticipates problems and analyzes ways to mitigate risk.
Articulates the business value and impact of advanced technical and non-technical information and understands when to escalate issues.
Provides effective production support including accurate problem identification, ticket documentation, and customer/Supplier dialogue.
Documents small-to medium-scale projects and deliver presentations with minimal supervision.
Dissects complex situations and refocuses on critical technology tasks.
Must have a high degree of technical expertise/professional mastery to recommend process improvements.
Is often consulted by peers and seen as the informal leader on tactical problems.
Problem management (RCA & driving remediation efforts) for complicated desktop issues. In-depth research will be required.
Identify gaps and opportunities to resolve incidents and prevent them through detailed analysis of multiple data sources. Development and trend analysis.
Technical writing/documentation, reporting, and training support groups within EUS.
Strong experience in project execution and delivery of technical products.
Essential skills/experience:
Must have 5+ years of application development and/or support work experience
Monitoring tools experience (AppDynamic, Apica, Splunk, Geneosetc)
Experience with escalated ticket management.
Able to work under pressure to resolve issues affecting production services.
Experience with incident management or systems operations (HP Service \Center
Ability to coordinate tasks with multiple teams in multiple locations and time zones.
Effective communication skills with a diverse audience (technical and non-technical
In-depth knowledge Windows 2007 and Windows 10
In-depth knowledge of Microsoft''s SCCM 2007/12 technology.
In-depth knowledge of Microsoft''s AppV 5.0 technology.