Description
Product Support Analyst
We are looking for a Product Support Analyst for the Hosted Platform Support team. Hosted Platform Support is a Level 3 Support Team providing support for the majority of revenue generating for medical systems. Our team works collaboratively with the Voice, Networking, Interface, Data center, Implementations and Level 2 support teams to resolve any production issues. We also work closely with development to create and escalate any bug or enhancement JIRA entries that are discovered in production. HPS participates in various Projects, Deployments and Maintenance Events throughout the year. Employees of HPS are expected to participate in the On-Call rotation and make themselves available when critical outages or issues occur.
Responsibilities include, but are not limited to, installing, configuring, documenting, monitoring, Scripting, capacity planning and training. The Product Support Analyst will work to maintain one or more production environments that are up and running with no downtime.
Skills
- Ability to quickly troubleshoot hardware and software problems and implement solutions both on-site and by telephone.
- Needs to be a good listener with strong analytical and troubleshooting skills.
- A presentable, intelligent, well-spoken, high-energy, honest, self-confident personality with a pleasant demeanor
- Solid work ethic with a commitment to client satisfaction
- Strong programming experience in Visual Basic, JavaScript, XML, XSL, ASP, C# and Perl
- Proficient in writing and executing SQL queries, stored procedures, and other database functions for Microsoft SQL Server and Oracle SQL Server. The queries will be used to identify issues, resolve issues and create customer reports and spreadsheets for internal/external customers.
- Analyze system wide trends and identify issues that are recurring at a frequent rate.
- Identify the impact of an issue and provide short term and long term solutions.
- Architect, design and deploy monitoring and alerting mechanisms for various systems
- Maintain and manage applications on web Servers, application Servers, and other peripheral systems.
- Host sustaining calls for various platforms and manage the sustaining process.
- Assists in triage of bugs and enhancement requests for product development.
- Communicate with customers, as needed, to report on status and resolution of issues.
- Participate in the After Hours On-Call Support rotation and remain generally available for other emergency after hour escalations.
- Track daily activities within the Remedy Trouble Ticketing system and any other forms required for task management or documentation
- Knowledgeable about different Windows and Linux operating systems.
- A solid understanding of TCP/IP Networking and related technologies including Firewalls, Proxy Servers, web Servers, socket based service, name resolution and windows domains/workgroups.
- Well-informed about HL7 protocols and HIS system requirements
- Experienced in production Reporting, Trending and Monitoring
- Able to adapt to changing job responsibilities and perform discovery of undocumented applications or workflow, producing additional understanding and documentation as part of the process.
- Able to quickly absorb and share knowledge as part of inter-team and intra-team training.
- Accomplished at note taking and retaining/tracking issues, tasks and acquired knowledge.
ABOUT ESG CONSULTING:
ESG Consulting is an award-winning national provider of diversified information technology consulting services to Fortune 1000, public sector entities, and emerging growth firms nationwide. Founded in 1986, ESG offers more than 26 years of experience in the IT staffing, Engineering and consulting industry. While local to Atlanta we are Headquartered in Santa Clara, we have opened offices nationwide and to this day are consistently re- evaluating and expanding our service offerings and geographic capabilities. Today, we serve most major metropolitan markets. ESG is an equal opportunity company. Our flexible management culture believes in creating a business environment that fosters personal and professional growth and achievement. We make ESG a place where people are treated not as employees but as "partners"