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Production Support Engineer
Springer
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Springer Nature is one of the world’s leading global research, educational and professional publishers. It is home to an array of respected and trusted brands and imprints, with more than 170 years of combined history behind them, providing quality content through a range of innovative products and services. Every day, around the globe, our imprints, books, journals and resources reach millions of people, helping researchers and scientists to discover, students to learn and professionals to achieve their goals and ambitions. The company has almost 13,000 staff in over 50 countries.
Position Summary:
The Support Engineer is responsible for the first level technical support of the Springer Nature production systems for Books and Journals. The aim is to provide continuous availability of the production systems to the end-users.
Job Responsibilities:
• Monitor the systems in order to detect defective workflows/processes upfront and reduce a possible outage.
• Manage and resolve incoming support cases together with the team and share findings within team and work independently when needed
• Ability to react quickly on changes and functionalities of the production system
• Provide suggestions for system improvements based on accruing issues, complaints or feedback from end-users
• Work with the whole team on incoming problems in form of tickets, emails, and phone calls.
• Provide ongoing solutions for standard problems in workflows and processes to the end-users in a short period of time.
• Responsible for collecting technical information such as back-log files, screenshots, etc. and disseminating it to the responsible teams when potential “bug” issues arise with the infrastructure.
• Recurring issues have to be analyzed and forwarded in form of a change request or defect to the responsible teams.
• Follow up on open defects and keep the users informed.
• Escalate if the solution for a bug takes longer than expected
• Inform the affected users when the problem has been resolved so that they can continue with their work.
• Participate on key user meetings, provide the status of the system to the users and bring feedback from the users back to the support team.
Job Requirements:
• Bachelor’s degree in related technical field
• Minimum 2 years of relevant work experience in a similar role
• Excellent written and oral communication skills
• Knowledge of Documentum applications, DQL, Documentum API
• Working knowledge of regular expressions
• Understanding of relational databases and structured querying languages
• Working knowledge of UNIX
• Adept at the use of FTP and standard desktop productivity applications
• Familiar with software development, deployment, and bug-fixing methodologies
• Knowledge about workflow systems preferred with book and/or journal production systems
• Experience with support work and on-going communication with end-users
We offer a comprehensive benefits package that includes:
• Medical, Dental and Vision
• Life and AD&D
• 401(k)
• Flexible Spending Accounts
• Transit Accounts
• Tuition Assistance
• Summer Hours.
Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following EEO Is
The Law Poster:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.