Job Opening Location

Austin, Texas  78746

Department

Information Technologies

Title

MIS Engineer/Support Technician

General Description

This is an excellent opportunity to be part of a dynamic, hardworking team in a company expanding internationally.  This position will have specific responsibilities and ownership in a complex IT environment.  The environment includes Tier IV, and Tier II data centers as well as proprietary applications managed remotely in Tier IV datacenters.

Duties will consist of end user MIS support, network management, system monitoring, backup process and 24X7 on-call support of proprietary applications. This position will be part of a small focused IT group supporting the company’s internal operations and production customers.  An individual who takes ownership of their responsibilities and has a great desire to learn will fit well into this group.

Various Tasks/Preferred knowledge:

• Help maintain a Cisco infrastructure, Windows OS, as well as key Linux & SUN based systems.
  
• Be part of a team providing level 1 and 2 support to production level clients on a 24 X 7 on-call basis.
  
• Be part of team providing general NOC services to all customers
  
• Medium level Oracle and SQL skills
  
• Properly manage the ticketing system.
  
• Provide QA support for new versions of software released.
  
• MIS support of end users local systems and traveling issues.
  
• Own the non-production backup and restore operations for the Development and QA environments.
  
• Help support the Cisco VOIP phone system via outsourced CCIE support
  
• Support the Cisco network infrastructure – general functions: backup, monitoring, basic configuration
  
• Support/maintain/configure the B2B VPN connections.
  
• Inventory control and asset maintenance
  
• Monitor customer environments.
  
• Create technical documentation of events and processes.
  
• Coordinate scheduled application or server maintenance with client.
  
• Maintain the support queue.
  
• Serve as first point of contact for Pointserve client support issues.
  
• Direct non-first level support issues to appropriate parties.
  
• Create and fill in tickets for all in coming calls.
  
• Verify server application processes are running and running in a healthy state.
  
• Document monitored process states.
  
• Take appropriate action as defined in the Support Database to resolve issues.
  
• Run minor level SQL scripts.  (SQL queries are needed to determine statuses on queues or to resolve an issue)
  
• Maintain Development queue on known defects which have not been fixed or have not had a patch released to the client.
  
• Maintain Professional Services queue for issues reported but not resolved or addressable by first-level support.
  
• Call client for resolution confirmation
  
• Provide timely reports on support matrixes and stats.
  
• Keep support procedures updated.
  
• Escalate non-resolved issues according to defined procedure.

Skills:  Applicants will be required to at least minimally address items 1-7 below. 

1.  Cisco, (CCNA desirable but experience is mandatory)

2.  Microsoft, Server configuration and deployment

3.  MS SQL or Oracle knowledge - light DBA functions 

4.  Linux /Unix

5.  Helpdesk experience with SLA requirements

6.  Datacenter familiarity

7.  After hours on-call availability

Benefits: Health, Dental, Life, Paid Vacation, Professional Office Environment, more