Job: Support Specialist II RS

Jobing Description

Support Specialist II RS
Requisition #: 4672 Location: US-SC-Taylors
Posted Date: 8/29/2011
More information about this job:
Overview
This position will promote and maintain a high quality, professional, service-oriented Agilysys image while working directly with product end-users, quality assurance, developers and project managers. Serving as point-of-contact for escalated end-users POS software support, the support specialist will analyze and pin-point issues/defects, and provides documentation to QA and developers to assist in replicating issues/defects to ensure problem solutions.
Responsibilities
Interacting with customer representatives To gather and verify information needed to effectively identify and document reported issues.
Analyze Problems, Replicate Defects, Suggest and Test Solutions - Research and recreate a reported problem to pin-point the issue. If problem is setup or non-programming related the Specialist will work with the customer s designee to resolve. The Specialist works with QA-Test to ensure testing is able to recreate an issue before a repair order is initiated to ensure the problem is resolved.
Maintaining Customer Lab Systems - Maintain Gold versions of customer s lab software version. Upgrade each system when a new software release is delivered. In some customer environments, the software releases that are applied may require on-site rebuilding at a customer location in order to ensure specific customer configuration and personalization is preserved, which may entail maintaining multiple versions to reflect various customer operating entities.
Checking Documentation and Program Output - will be responsible for documenting detailed recreate steps on all programming related issues and will provide the developer with all necessary information needed to recreate the issue.
All other duties as assigned.
Requirements
EDUCATIONAL AND TECHNICAL REQUIREMENTS
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BA/BS degree in computer science, business or related study or a technology related technical degree or certification and 3+ years Software Support experience
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3+ years progressive Retail or IT industry experience
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Advanced level skills, experience and ability with Microsoft Office Applications
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Advanced level skills/knowledge of :
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4690 OS, Windows, DOS, Linux
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Software support center and QA operations and IT/networking experience
PHYSICAL DEMANDS AND WORKING CONDITIONS
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Prolonged use of a computer while sitting at a desk in a general office environment
Will be "on-call" 24/7 for one week every four to five weeks depending on the depth of the team to respond to client calls/needs
Travel 10% (as needed to customer location for on-site rebuilds)
ADDITIONAL REQUIREMENTS
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Must have strong communication skills (listening, verbal and written) and ability to organize and use information provided by client, team members or management effectively
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Strong problem solving skills and ability to diagnose and articulate client problems and resolutions
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Drive and desire to work with, support, and mentor junior members of a development support team
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The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.
Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.
EEO/AAP Employer
M/F/V/D
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