Technical Support Engineer II in Harrisburg, PA at D&H Distributing Co.

Date Posted: 1/8/2020

Job Snapshot

Job Description

Technical Support Engineer II  

Join a 102 Year old and growing electronics and technology company based in Harrisburg, PA that offers an employee stock ownership plan, competitive pay, an excellent benefits package and paid time off to volunteer in the community.

  • We are empowered by our employee co-owners who provide the industry’s best service and we promote a collaborative culture. 
  • We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.
  • We offer an Employee Stock Ownership Plan, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement and Tuition Assistance.
  • As a D&H Co-Owner you receive numerous discounts on services

We are looking for a Technical Support Engineer II to support our IT Department.

Responsibilities: 

  • Be responsible for end user support and administration for our application instances and associated extensions / plug-ins.
  • Ensure complete ownership (technical and functional) of the application systems in scope.  This requires the ability to proactively gain technical expertise/mastery of the systems through self-education, creativity, and experimentation.
  • Establish and maintain cooperative and supportive relationships with team members and users.
  • Perform application administration and configuration activities
    • Configuration / change activities will be driven by business requests/needs flowing in through the D&H SDLC and trouble ticketing system 
  • Research, diagnose, and resolve application usage issues and related technical issues.
  • Identify issues that need to be escalated to Dev or Microsoft / 3rd party vendor support.
    • Escalation to our Dev support will require documentation of the issue; to include screenshots, detailed descriptions and examples of any issues.
    • Manage escalation support issues and work with the support representative to address them in a timely and cost-effective manner.
  • Identify application opportunities that enhance the D&H business processes surrounding applications.
  • Identify questions/issues raised by user community in the target application.
  • Research, diagnose, configure and resolve issues or create temporary workarounds to meet business needs.
  • Partner with BA and stakeholders to analyze business needs presented by the user community and recommend technical solutions.
  • Work within the D&H SDLC process to make configuration changes in the environment to add functionality, address new feature requests, and take advantage of new functionality released during upgrades.
  • Work with project management team to develop overall scope and work plan for implementing non-dev requirements.
  • Deploy configuration changes to lower environments and Production according to the D&H SDLC.
  • Develop and maintain procedures for installation, upgrades and configuration of application systems.
  • Provide technical training to App Support team members.
  • Implement and maintain application security.
  • Contribute to and maintain configuration standards.
  • Perform tuning and optimization, using native and 3rd party monitoring and troubleshooting tools.
  • Participate in 24x7 on-call responsibilities (per scheduled rotations within App Support) and maintenance window activities.

Job Requirements

Requirements:

  • Degree in Computer Science or related field or demonstrated equivalent experience.
  • 3+ years of applications experience in an enterprise Windows environment.
  • Strong problem solving and analytical skills.
  • Strong verbal and written communication skills
  • Understanding of the Core concepts of Microsoft and other enterprise business applications.
  • Ability to multitask and prioritize outstanding tasks and responsibilities.
  • Self-Starting personality with a significant emphasis on stakeholder satisfaction.
  • Demonstrated troubleshooting ability.
  • Knowledge of Windows 2008 and 2012 server platforms.
  • Demonstrated ability to be a subject matter support expert for complex applications.
  • Minimum of 3 years of technical support experience.
  • Ability to interact professionally with a diverse group of users, managers, technical staff, and subject matter experts to build consensus.
  • Strong attention to detail and time management skills.
  • Strong analytical skills to analyze complex problems, interpret operational needs, identify creative solutions, and develop new strategies and procedures when needed.
  • Work as part of a team and provide 24x7 support when required.
  • Ability to work cross-functionally to solve complex problems.
  • Ability to manage multiple priorities and work processes in a timely fashion
  • Experience with User and Security Administration.