Systems Support Associate - Level 2 (3rd shift)

This position requires strong quantitative and problem-solving skills coupled with an affinity to internal support in a dynamic environment where each individual’s contribution is noticeable. Employee supports software and hardware used by the company in the design, development, or manufacturing of product. The candidate must be able to respond, triage, and debug issues quickly.  This position requires the ability to support appropriate systems as they are developed and deployed.

Position Responsibilities may include:

• Gathering business requirements from various groups and relaying this information back to the Team for discussion and actions.  

• Taking responsibility of product issues reported by end-users and following them through to root cause / resolution.  

• Understanding how to configure and troubleshoot associated hardware equipment (computers, scanners, printers, etc.). 

• Reading and analyzing application logs 

• Participating in a SET (System Engineering Team) weekly meeting minutes meetings discussion to collaborate on any concerns, Issue’s, or idea’s for that week.  

• Tracking and documenting the Incidents in a SW application that are reported in the factory and following the issue until its resolved. 

• Provide assistance in the AMS Deployment Process when new application or software upgrades are scheduled to be delivered.   

• Following SOP “Standard Operation Procedure” instructions that was created for the SET Team.  

• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Works within well-defined instructions

• Uses established procedures and works under supervision to perform assigned tasks 

• Work is closely supervised

Knowledge & Skills:

• Basic understanding of computer hardware, software, and operating systems. 

• Familiarity with common office productivity software. 

• Strong problem-solving and communication skills. 

• Ability to follow procedures and document solutions. 

• Customer service orientation and patience. 

• Able to triage basic software/web page issues 

• Able to configure and troubleshoot hardware equipment (computers, scanners, printers, etc.) 

• Understands how to follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams 

• Provides prompt and accurate feedback to customers 

• Ability to apply good judgement, strong work ethics and integrity on the job.

Experience:

• 0-2 years of related experience  

Education/Certification:

• Associates or B.S degree in Engineering or equivalent experience

People Management: No

Physical Requirements / Work Environment:

• Some lifting may be required (up to 20 lbs.).                

• Standing, walking, bending, stooping, etc. to move, view and transfer product.

• Must be able to perform essential responsibilities with or without reasonable accommodations

Reports To: Manager or Team Lead

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.