<MedPlus is looking for a Support Analyst>

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First Gateways Support Analyst

Job Summary

This position is responsible for providing level 1 and level 2 proprietary software application support and level 2 support on a defined set of data integration servers. This position will entail responding to requests for support and assistance by customers via telephone and e-mail, installation of application patches, and troubleshooting application and post-installation issues with level 3 support staff.

Principal Responsibilities:

Troubleshoot customer support inquires related to hardware and software applications.
Responsible for the day to day operations and 7X24 production support of the First Gateways product suite.
Track status of escalated technical issues.
Facilitate communication between customer and level 3 Support.
Be available for after business hours on-call support duties on a rotation basis.

Knowledge, Skills and Abilities:

Must understand installation, configuration and troubleshooting processes for software and hardware.
Prior experience with or working knowledge of web enabled applications.
Working knowledge of RDBMS and interface engine technologies.
Proven experience dealing with critical customer impacting, production applications.
Prior experience with monitoring transactional systems and web applications.
Strong organizational and prioritization skills.
Demonstrated critical thinking and analytical skills.
Demonstrated ability to handle multiple projects at a time.
Prior experience with issues tracking/bug reporting in a software development environment.
Prior experience with the documentation and presentation of technical issues to software developers.

Minimum Qualifications:

Must have hardware and/or software customer service support experience.
Multi-platform exposure (such as Unix and Windows Server operating systems).
Experience monitoring and trouble shooting interface engine technologies (such as JCAPS or Cloverleaf).
Excellent communication and customer service skills.
Ability to communicate technical issues in a concise and efficient manner.
Occasional travel may be required.

Location:

Cincinnati/ Mason, OH

Apply to

jobs@medplus.com

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