General Information

Location: Cary, NC

Organization: The Copernicus Group, Inc.

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:  Assist with providing front-line level 3 support services.  Also responsible for responding to, documenting and resolving help requests in a timely and efficient manner in accordance with established processes and SLA’s. Assist with developing fixes  and deployments of internal developed software products.

EDUCATION REQUIREMENTS:
-Associate's degree (A. A.) or equivalent from two-year college or technical school and one year troubleshooting experience; or three to five years related experience and/or training; or equivalent combination of education and experience.

QUALIFICATIONS/EXPERIENCE:
-Language Skills; Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
-Mathematical Skills; Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
-Reasoning Ability; Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.
-Own and drive to completion help requests in ticketing system as per established processes and SLA’s.
-Document the resolution of tickets and contribute to the content of the knowledgebase.
-Monitor ticket systems for incoming requests and work according to priority and severity.
-Create documentation required to implement client system changes utilizing established change control processes
-Provide support to the software development teams as required to assist with resolution of escalated tickets.
-Troubleshoot existing and arising application problems.
-Work with the escalation team to report and evaluate customer problems.
-Troubleshoot with company personnel on software product issues to minimize interruption of work operation.
-Troubleshoot software application issues and create necessary fixes which might entail code changes.
-Develop software fixes in accordance to established procedures and SDLC process.
-Prepare and document build of software products and participate in the change control process.
-Own deployments of software products into QA and Production environments
-Explain problems and/or solutions to end user in laymen’s terms.  
-Provide hardware and software recommendations to manager.
-Must maintain confidentiality in all matters and handle all matters discretely.