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Tier 2 Technical Support Specialist - Applications 3

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Sales, Service, & Support
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18000986 Requisition #
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Jeppesen: Transforming the way the world moves.

 

 

Summary:

Responsible for providing internal and external customer technical support for all customer-facing applications at the Tier 2 level.

 

 

Essential Duties:

  • Answers incoming technical support escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements on Jeppesen aviation and marine products.
  • Manages and maintains internally hosted Jeppesen applications for stability and performs software upgrades and patches as needed.
  • Enters information into customer resource management tool (Peoplesoft) in order to provide for future tracking and reports to be sent to development and or appropriate business units.
  • Generates, updates, and maintains technical support documentation and tools.
  • Serves as key contact point (liaison) between Tier 1, and Tier 3 (Development).
  • Participates in ongoing training sessions related to any and all supported systems.
  • Performs other related duties, including special projects, as assigned.

 

 

Education/Experience:

Technical degree in a related field of study and typically 5 or more years' related work experience or an equivalent combination of education and experience.

 

 

Knowledge and Skills:

  • Completely understands and applies job practices, techniques, standards, principles, theories, and concepts. Possesses general knowledge of other related disciplines.
  • Provides technical solutions to a wide range of difficult problems. Develops solutions that are imaginative, thorough, practicable, and consistent with organization objectives.
  • Independently determines and develops approaches to solutions. Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives.
  • Contributes to the completion of specific programs and projects. Failure to obtain results, reaching erroneous decisions or making recommendations would typically result in serious program delays and considerable expenditure of resources.
  • Interacts frequently with inter-organizational personnel and external customers. Represents the organization by providing solutions to difficult technical issues associated with specific projects.

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