The Support Engineer role is a full-time staff position within the IT Operations group, which operates in a 24/7 365 day environment, accountable for ensuring system availability for MHK and MHK’s clients by providing the technical expertise, assistance and project coordination necessary to troubleshoot, analyze, and resolve system related technical problems.
Responsibilities:
Primarily responsible for monitoring and supporting client production applications and processes.
Responsible for creating and monitoring jobs in automated batch job scheduler.
Serves as the first point of contact for support for hosted software as a service.
Triages issues and resolve or escalate to other teams as outlined by procedure.
Participates in code deployments, including deployment verification and success.
Create, work to completion and escalate as appropriate service tickets in JIRA ticketing system.
Participate on special projects.
Education/Experience:
High School Diploma required. Associate degree in computer science, information technology, or equivalent experience is required.
A minimum of 2 years of experience working with Linux/command line is required.
A minimum 1 year experience working with AWS is required.
Ability to read and write SQL and shell scripts
Ability to effectively communicate technical concepts to other technical staff members and non-technical clients.
Ability to work well under pressure with a strong sense of urgency.
Ability to interface well with professional service staff and other non-technical members of the organization.
Demonstrated aptitude for learning new technologies.
Ability to follow detailed, complex technical instructions.
Good communication skills (verbal and written).
Experience and ability to work in a constantly changing, fast paced, deadline driven environment.
This role is shift specific and will require flexibility including weekends and holidays. This position may be called to work during non-scheduled shifts to cover or complete assignments.
