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Help Desk Support Engineer

Gamen Group

Boston, MA

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JOB DETAILS
SKILLS
2nd Level Support, Administrative Skills, Analysis Skills, Communication Skills, Computer Science, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Collection, Database Extract Transform and Load (ETL), Debugging Skills, Develop and Maintain Customers, Documentation, Grails, Health Maintenance, Healthcare, Help Desk, IBM Product Family, Identify Issues, Internet Application, Java, Microsoft .NET, Microsoft IIS Web Server (Internet Information Services), Microsoft SQL Server, Microsoft SharePoint, Microsoft Windows Operating System, Multitasking, Oracle Database, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Qlik, Root Cause Analysis, SAP BusinessObjects, Software Installation, Software Upgrades, Systems Administration/Management, Technical Delivery, Technical Support, Time Management, Writing Skills
LOCATION
Boston, MA
POSTED
13 days ago
The Support Engineer plays a key role interfacing directly with clients and internal technical delivery and product teams to ensure successful project outcomes and ongoing client satisfaction. As Support Engineer, you will be responsible for first- and second-tier support for clients; regular communication with client and internal teams; software installations; timely problem resolution and maintaining healthy client relationships.
 
 
Responsibilities include:
  • 5-8 years of experience in a support role or a similar position, preferably in the healthcare field, and with client interaction
  • Minimum of 3 years of Tier 1 and Tier 2 Support experience
  • Administrative experience in SQLServer and/or Oracle
  • Windows system administrative experience
  • Experience with SharePoint is a plus
  • Experience with documentation preparation and/or development of training material
  • Familiarity with several and a willingness to develop skills in the following:
  • First- and second-tier support for our various products
  • Troubleshooting IIS and .NET web-based applications
  • Troubleshooting Apache, Tomcat and Jboss
  • Troubleshooting database issues in SQL server and/or Oracle
  • JAVA based web applications experience a plus
  • Web Service and SOA applications
  • SAP Business Objects and Qlikview experience a plus
  • ETL tools (IBM InfoSphere Data Stage and Quality Stage, Kettle/Pentaho Data Integration) experience a plus
  • GRAILS experience a plus


  • 5-8 years of experience in a support role or a similar position, preferably in the healthcare field, and with client interaction
  •  Interaction with clients and various internal engineering teams to drive problems to resolution quickly
  • Diagnose, solve and provide root cause analysis for application errors, data problems, and/or network issues
  • Manage remote software installations and upgrades
  • Document procedures for debugging issues, collecting data, getting system access, and other areas as necessary
  • Ability to deploy and support applications on various platforms and environments
  • Build and maintain successful client relationships
  • Deep sense of ownership and commitment
  • Bachelor’s degree, preferably in computer science
  • Able to support multiple projects/technologies simultaneously
  • Self-starter, ability to work well independently, excellent problem-solver, strong analytical, troubleshooting and organizational skills
  • Excellent written and verbal communication skills
  • Comfortable with a dynamic, fast paced work environment

About the Company

G

Gamen Group

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