Major Responsibilities

Responsible for monitoring enterprise application systems and/or servers via job scheduling software. Operates peripheral equipment such as printers for weekly and monthly printing of reports. Responsible for routine technical service on printers including loading of paper. Responsible for Tier 2 software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Shift:

3:00pm – 11:30pm US CST

Sunday – Thursday initially (may change to Tuesday - Saturday)

Education

Experience

• Typically has 3 to 5 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills

Knowledge / Skills/ Abilities

Problem Identification & Resolution

• Troubleshoot and restore technical problems by analyzing symptoms, identifying and diagnosing problems that are not common and necessarily documented.

Proficiency

• Demonstrate proficiency in software and functional areas. Assist other teams in the resolution of application, hardware and software problems.

Complexity

• Understand and make best use of all technical resources available. Understand and independently support software systems and hardware technologies, requiring no guidance from their manager or other team members.

Quality

• Written and verbal correspondence requires no review and refinement from management.

Breadth

• Demonstrate & maintain knowledge in specific areas of expertise.
• Needs assistance from peripheral functional areas when considering impacts to the business or other applications/systems.

Communication

• Clearly explain primarily technical issues to non-technical people.
• Present areas of expertise to internal and external customers with guidance from team lead.
• Proactively participate in team setting, share information and assist others.
• Escalate issues outside the team as appropriate based on documented procedures.
• Involve team lead or manager when external escalations of non-documented issues are required.

• Primarily monitor various systems within the SAP architecture and understand how all of the components provide information for troubleshooting problems.
• Demonstrate the usage of basic functions within the Job Scheduling software to monitor all jobs running on various platforms.
• Understand system backups and monitoring tools in addition to dismounting tapes and sending to offsite storage.
• Perform reboots of various systems regularly.
• Clean directories in Unix and maintain specific areas within in SAP.
• Follow documented procedures relating to special job requests, daily, weekly or month end functions.
• Hands-on knowledge and understanding of basic hardware configuration and trouble-shooting.
• Accept user requests for any platform and manually run jobs as needed.
• Distribute reports generated from various systems and monitor print and work queues.
• Gather run-time statistics from various environments utilizing different methods.

Critical Thinking & Problem Solving Skills

• Resolve problems such as job failures, printer problems and assist in resolving problems from remote sites.
• Troubleshoot or identify problems or potential problems on all platforms and/or inform appropriate support personnel.
• Utilize resources to find solutions to common problems.

Quality

• Provide additional assistance and support during holidays, special projects, new or upgraded systems, and occasionally work month end weekends as assigned.

Communication Effectiveness

• Communicate effectively to all levels of I/S personnel as well as users.
• Inform the appropriate personnel and following protocol in adverse or unusual circumstances.

Self Improvement

• Utilize the manager as an identification and planning resource, as well as, additional training opportunities.

Cross Team Business Knowledge

• Be able to translate the interrelationship of systems, and prioritization of issues based on impact to business and department.
• Involve team lead or manager when external escalations of non-documented issues are required.
• Present areas of expertise to internal and external customers with guidance from team lead.
• Maintain a professional demeanor at all times. Consistently interact professionally and work productively with all levels of Medline employees. Follow Medline’s Code of Ethics and other corporate policies.
• Mid level role. Provides Tier 2 support of medium to high complexity. Supports various systems via job scheduling application. Functions, somewhat independently, under direction of analysts, senior analysts or supervisors. Generally follows documented procedures and checklists