Application Engineer ACS Business Process Solutions de México 13 ago

ACS, a global FORTUNE 500 company with 62,000 people supporting client
operations reaching more than 100 countries, provides business process
outsourcing and information technology solutions to world-class commercial and
government clients.

Responsibilities

• Serve as client-facing Analyst for all escalated application production
issues working directly with customers/users, IT support resources, and vendor
resources.
• Actively participate in regular scheduled or nonscheduled meetings when
necessary.
• Provide written and oral analysis when needed to support production and
projects
• Prepare application outage notifications when necessary.
• Evaluate and troubleshoot customer issues while tracking details in the
ticketing system.
• Identify, replicate, and document customer reported application defects.
• Interact with internal department and external department resources for
problem determination, resolution, and escalation. Develop and test workarounds
when and if applicable.
• Work directly with the application vendor for resolution working as the main
point of contact for ACS.
• Develop and maintain knowledge base articles for repeatable issues.

Education and Typical Years of Experience: Qualifications

• A Bachelorâ€^TMs degree in Information Technology and/or 4 â€" 7
years of work experience in an IT related field.
• A minimum of 4 years experience as an Application Engineer
• Working knowledge and experience in diagnosing and resolving issues with
customersâ€^TM business application requirements.
• Experience in providing 2nd and 3rd level application support (diagnostic,
tracking, troubleshooting, resolution and escalation).
• Working technical experience in the Microsoft Office family of products,
Windows 2000/XP Operating Systems/Active Directory, and n-tier applications.
• Experience in Unix scripting and Unix systems administration.
• Network Familiarity with general network concepts/devices and
troubleshooting techniques.
• Oracle and SQL Database skills a plus
• Must be able to work a flexible work schedule including On Call support.
• Knowledge of ITIL process including Change, Problem, Release and Incident
Management.

Soft Skills:
• Excellent verbal and written communication skills.
• Effective communication, both phone and written correspondence, and the
ability to generate documentation.
• Ability to drive the work effort to resolution, to include sticking with the
problem and coordinating the efforts of others to achieve the desired
end-result.
• Ability and desire to take ownership of issues and the position.
• Ability to adapt to a fast-paced and frequently changing environment.
• An understanding that the position requires a resolution of the issue that
occurs after-hours at times, requiring participation in an on-call rotation.
• Ability to multi-task and prioritize work effort with minimal supervision.