Production Support Engineer

Glendale, CA
Date Added: August 14, 2019
Software Resources has an immediate job opportunity for a Production Support Engineer in Glendale, CA.

18 month contract

The Production Support Engineer's primary responsibility is to address tickets using hands-on technical and analytical skills to fix technical issues as they come up. To succeed in this role, the Production Support Engineer must possess strong technical, analytical and communication skills. First and foremost, the Production Support Engineer must have the ability to learn each of the complex systems in the portfolio. Second, the Production Support Engineer must possess sound judgement to identify which issues should be prioritized. Finally, the Production Support Engineer must be able to clearly communicate with end users of varying professional levels in the most-appropriate manner.

Duties and Responsibilities
  • Maintain ticketing queue and serve as Second Tier (Tier 2) level of support for Asset Management systems
  • Serve as first line of contact for customer questions and problems for Asset Management systems
  • Triage tickets to prioritize and reassign tickets as necessary
  • Communicate with end users using various tools (phone, email, Slack, BlueJeans) to gather more information, provide a status update, or provide resolution
  • Assist with performing root cause analysis and identify root cause for systems outages
  • Collaborate with Software Engineering, QA Engineering, Systems Engineering, and Product teams to support/troubleshoot production support issues
  • Manage user accounts, such as permissions, resetting password, vendor configuration, etc.
  • Develop and maintain tools to enhance monitoring and system reliability
  • Assist with systems deployments and patching
  • Build and maintain knowledge base articles and documents with findings from previous issues
  • Assist with end-user training
  • Identify operational issues and collaborate with Product Owners and Engineering teams to derive solutions
Required Qualifications: 
  • Minimum one year experience in a Production Support Engineering role or a Help Desk role 
  • Experience with Help Desk ticketing systems 
  • Fundamental understanding of software development in Java and JavaScript 
  • Fundamental understanding of networking principles and network protocols, such as TCP/IP, HTTP/HTTPS, SSL, and SSH 
  • Fundamental database skills in SQL and MongoDB 
  • Strong UNIX and Windows skills
Preferred Qualifications:
  • Experience with Digital Asset Management systems 
  • Software development experience in Java, Web Services, MongoDB and SQL 
  • Undergraduate degree in Computer Science 
  • Fundamental understanding of Spring/Hibernate, NodeJS and ReactJS
Required Education:
BA/BS degree or equivalent experience.

Don't delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at https://www.softwareresources.com/careers/

Company Overview
Software Resources is a national staffing and recruitment firm delivering the best candidates to our clients and the best jobs to our candidates since 1992.
We are a certified woman owned business in business to place contract, contract-to-hire, and direct-hire talent in Technology (IT, creative, marketing), finance, accounting, and executive-level positions. We serve many vertical markets including Entertainment/Media, Cruise Industry/Leisure travel, Hospitality, Government, Personal Care, Professional Services, Energy/Utilities, Security, and Financial Services.
Headquartered in Lake Mary, FL in the Orlando metro area, we have branches and sales professionals across the US. Wherever you're located and whatever the need, count on Software Resources to provide exceptional candidates who are fully vetted and ready to go. Call (800) 774-8036 or visit us online at https://www.softwareresources.com/ and leave the recruiting to us!

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