Application User Support Specialist


HM's Top Needs:
1. Operations Support Experience
2. Location (need to be able to go into Boston office locations), Must be local to Boston
3. Linux OS support experience

Max BR: Within reason.

Education Required: Bachelor’s degree

Years’ Experience Required: 6+

CV G IT Maintenance and Operations, Senior IT Support Analyst – Boston Area

This position is in Boston area and requires occasional travel to New Haven, Connecticut.

As a Senior IT Support Analyst, you will work with a team of highly developed technical professionals. Your responsibilities will include ensuring commercial applications are functioning and performing as required. Your commitment to drive and manage high - quality execution, operational excellence and deliver technology solutions that meet business needs and optimize customer experience will have a very important impact on the organization, and ultimately, affect the lives of millions.
On a daily basis, you will support operation of remote video monitoring systems in our Boston offices with occasional travel to New Haven, Connecticut. Additional responsibilities include support of various software solutions requiring environment health monitoring, incident response and service restoration after a critical incident. Strong support experiences with an emphasis on analyzing and troubleshooting issues is required.

• Maintain smooth operation of multi-user remote video monitoring solution systems, including coordination with other IT functions.
• Install, order, operate, manage, and maintain hardware and/or software, including network cameras, PC Hardware, etc., …
• Maintain system documentation, and other planned configuration changes.
• Interact with users and other stakeholders to plan and implement changes and deliver support.
• Contribute to evaluation and recommendations for vendor products, manages and monitors policies and standards for the use of computing resources, and execute on programs and projects within a specific IT function.

Job Requirements:

• Customer service orientation is key. You will collaborate regularly with internal business partners, engineering teams, and other technology professionals
• Monitor environment health, and drive improvements to enhance availability and performance
• Execute processes and activities that focus on restoring service after an incident occurs
• Identify and remediate failed batch and real-time processing events
• Participate in an on-call rotation with other team members
• Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SME’s as needed to drive incident and problem management
• Create and drive permanent solutions and improvements after root cause is identified
• Identify opportunities for automation and operational efficiencies
• Create and share technical knowledge documentation
• Ensure support readiness prior to the deployment of any change to the production environment
• Provide release support for code deployments
• Resolve technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Answer questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
• Interact with network services, software systems engineering and/or applications development to restore service and/or identify problems.
• Maintain a troubleshooting tracking log ensuring timely resolution of problems.
• Recommend systems modifications to reduce user problems.
• Experience with Proactive monitoring tools and methods as well as hands on experience with those tools

• 4 years bachelor’s degree and 4+ years of experience
• Hands-on development/support experience with Linux, Java, Tomcat, and Docker

• 6+ years of technical applications support preferably in a hosted services environment
• 4+ years of experience with Windows and Linux based operating systems
• 2+ years of Microsoft SQL database administration and transact SQL query writing experience
• 4+ years’ experience maintaining and monitoring automated processes using scheduling tools
• Strong troubleshooting and analysis skills
• Must be willing to work in 24x7 environment and be part of on-call rotation

Full time
Boston, MA 02210, US