Job Description :
Support Engineer

Dearborn MI

12 months Contract

Job Description

o Takes ownership of customer issues reported and see problems through to resolution

o Researches, diagnoses, troubleshoots and identifies solutions to resolve customer issues

o Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams

o Provides prompt and accurate feedback to customers

o Ensures proper recording and closure of all issues

o Prepares accurate and timely reports

o Documents knowledge in the form of knowledge base tech notes and articles

· Job Qualifications

o Proven working experience in enterprise technical support

o Basic knowledge of systems, utilities and scripting

o Strong problem-solving skills

o Excellent client-facing skills

o Excellent written and verbal communication skills

· Education and Experience

o Associate or Bachelor degree in Information Technology, Computer Science or equivalent

o 2 years of Big Data Experience with Cloudera CDH or similar

Essential Job Functions:

· Takes ownership of customer issues reported and see problems through to resolution

· Researches, diagnoses, troubleshoots and identifies solutions to resolve customer issues

· Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams

· Provides prompt and accurate feedback to customers

· Ensures proper recording and closure of all issues

· Prepares accurate and timely reports

Be part of on-call rotation

Support off-hour QA and production releases

Work with develops to troubleshoot issues

Attend daily standups

Create and maintain support documentation

Minimum Qualifications and Job Requirements:

· Job Qualifications

o Proven working experience in enterprise technical support

o Basic knowledge of systems, utilities and scripting

o Strong problem-solving skills

o Excellent client-facing skills

o Excellent written and verbal communication skills
             

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