Job Description

Client JD below:

Job Responsibilities

• Diagnose, troubleshoot, research and resolve clients’ software and hardware issues, with a focus on root cause
• Track client issues through to resolution, within agreed SLAs
• Escalate issues internally as needed to ensure timely and satisfactory resolution for the client
• Provide prompt and accurate feedback to clients
• Log details of all issues including research completed, client exchanges, and steps taken during each transaction, through the resolution and closure of the issue
• Prioritize and manage multiple open issues at one time
• Follow up with clients to ensure that their issue is completely resolved
• Prepare reports as needed to update clients and internal teams on issue progress
• Document technical knowledge in the form of knowledge base articles and where appropriate escalating issues in product documentation.
• Identify trends in incoming issues and propose product or content changes to address those trends
• Maintain a professional and friendly relationships with clients

Skills & Experience

A successful candidate will hold a bachelor’s degree or equivalent in Computer Science and have 3+ years of Java coding experience working in the enterprise application space. In particular we are looking for candidates with the following:

• Proven work experience as a Technical Support Engineer or similar role
• Hands-on coding experience with Java. Knowledge of JVM performance tuning is a major plus
• Deep knowledge of operating systems internals, low level networking and TCP/IP internals
• Hands-on experience with messaging middleware products (Solace, JMS, Kafka)
• Understanding of data technologies: RDBMs (Oracle, PostgreSQL etc.), IMDGs (Hazelcast, Gemfire etc.)
• Hands-on experience with Windows/Linux/MacOS environments
• Hands-on experience working in cloud environments (EC2, Google Cloud etc.)
• Familiarity with remote help desk software (e.g. Zendesk and JIRA)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Proven track record of being able to understand large and complex software systems
• Ability to make challenging concepts easy to understand and communicate
• A natural drive to get to the root cause of problems and not give up
• A knack for identifying patterns in similar problems, and ability to recommend long-term solutions to address those problems
• Evidence of capability and passion for learning new technologies
• BS degree in Information Technology, Computer Science or relevant field

Company Description

SkillSoniq hires great talent for projects within SkillSoniq or with our Clients. Below is the hiring process we follow:

1. We review applications and resumes for relevant skills and experience
2. Profiles that get short-listed are contacted by SkillSoniq on next steps
3. You then go through a few rounds of interviews for the project
4. If you get selected, you are advised on next steps and paid by SkillSoniq