E2open is hiring talented Level 1 Support Engineers to join a growing global operations team. As a Data Center Operations team member, you will be joining a collaborative team responsible for delivery and support of mission critical data center and cloud- based (AWS) infrastructure used by major global brands.
Duties & Responsibilities:
Respond to technical support requests from Customer Service.
Provide first level resolutions for system alerts and end user support requests.
Execute L1.5 type tasks based on Standard Operating Procedures & resolve known issues
Create, categorize and prioritize support tickets.
Respond to and escalate high severity problems in accordance with OLA requirements.
Identify appropriate L2/ L3 support teams for problem escalation.
Effectively manage the support request lifecycle.
Monitor production databases, identify problem indicators and escalate to L2 when problems are found.
Monitor scheduled jobs and escalate when failures are encountered.
Create and manage support cases with network vendors for service outages.
Create system utilization and capacity reports.
Create business transaction volume reports. Prior Experience:
1 to 3 years general experience in an IT role, familiarity with the ITIL framework is a plus.
1 to 3 years experience with a ticketing or service management system.
Skills & Qualities:
Excellent written and verbal communication skills.
Excellent customer service skills and service orientation.
Excellent analytical and coordination skills.
Excellent interpersonal skills and ability to work well in a team.
Understanding of enterprise servers (UNIX, Linux, Windows), databases and networking.
Sound knowledge of UNIX fundamentals and the command line interface.
Knowledge and experience with ticketing tools
Experience with working in mission- critical production environments. Education & Professional Qualifications:
S. or BA degree or equivalent experience in an Information Technology role. Special Work Hours Requirement:
Available to work on rotating shifts that provide 24x7 coverage.
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