Application and Deployment Engineer Job in Mclean 22102, Virginia US
PURPOSE OF JOB:
- The Application and Deployment Engineer for MGS products provides customers with customer care services by obtaining a clear and concise description of the problem/inquiry and providing accurate, timely responses/solutions. He/She also is responsible for the deployment and management of the MGS software applications. The employee manages customer expectations, evaluates and reports software problems, reports bugs, and follows the designated procedure for escalating problem tickets. He/She keeps the customer apprised of call resolution status at all times, updating the call tracking system appropriately.
RESPONSIBILITIES:
- Diagnose and troubleshoot product issues
- Take ownership and accountability for the call resolution process
- Act as a technical liaison with the maintenance and development teams to evaluate and report
bugs - Create product tickets based on diagnosed issues
- Maintain and Support hosted software systems, including deployment and configuration of the systems in a JAVA web application environment
- Execute technical setup for client application environments on LINUX and Windows systems
- Work with client project managers to determine system configuration solutions
- Create knowledge base articles. Participate in training and information sharing activities
- Help other PSEs, Customer Service Representatives, Software Engineers and Professional Services Consultants
- Research and provide customers with workarounds
- Provide a quality and timely response
- Establish and maintain a good relationship with team members, Customer Service, Sales and customers
- Act as backup for other team members when necessary
- Act as mentor to other PSEs in technical analysis, resolution, planning, and business process
- Provide after-hours support as required in an on-call rotation
- Works with Development to understand the software architecture and provide feedback on technical requirements
- Organize technical build/deployment details with CM team
- Develop SQL database scripts and automated improvements for the deployment process
- Identify potential technical issues and risks
- Troubleshoot application, deployment and configuration issues and provide solutions
- Provide technical support for planning and execution of deployment activities
- Coordinate the various teams to defined the technical requirements for test and production deployment
REQUIRED SKILLS:
· US Citizenship
· Ability to work in a team-oriented environment
· Superior problem solving skills
· Analytical skills – Ability to assess a situation quickly from a non-biased point of view, and determine the most beneficial resolution for all parties involved
· Organization skills – Ability to track unresolved issues and bring them to resolution is essential. The ideal candidate will have a minimum 3 years of recent, professional experience in technical support and/or systems engineering for an enterprise product based on Linux
· Working knowledge of SQL, query-writing and relational databases, especially Oracle
· Knowledge of GUI and Web interfaces for different applications using HTML, DHTML, CSS and JSPs is required
· Familiarity with Client/Server technologies
· Familiarity with web technologies (XML, XSL, HTML, Web services, JSP etc.)
· Experience with Java, and Java based technologies and frameworks
· Experience with Windows and UNIX (Solaris, Linux, AIX, HP-UX) including some administrative capability on Windows and at least one Unix/Linux platform
· Knowledge of Tomcat and at least one J2EE Application Server such as WebLogic, WebSphere, OC4J or JBoss or JRUN application servers
· Ability to build and deploy environments to the extent necessary to reproduce customer issues, including the installation of the MGS products, Java JDK and related technologies, IDE's, Application Servers, and deployment of jars, wars, and ears into these environments
· Customer-service oriented
· Ability to handle multiple tasks concurrently
· Excellent written and verbal communication skills
· Requires flexible schedule to include working night-shifts for deployment activity
PREFERRED SKILLS:
- Preference for experience with secure government information systems, Human Capital Management systems, and/or ERP systems.
- Active or expired US Government security clearance
- SAAS Experience
- Knowledge of at least one J2EE supported IDE such as RAD, Eclipse, JBuilder, JDeveloper or OptimalJ
- Prior programming experience
- Bachelor’s Degree or Equivalent
- Familiarity with AdventNet and HEAT ticketing system