The Technical Support Engineer functions as the FuelsManager® Defense (FMD), Base Level Support Application (BLSA) Subject Matter Experts for all advanced support requests generated from DLA Energy Customers both at the local base and enterprise levels.
In addition to application support, the Technical Support Engineer provides advanced operating systems, network architecture and security posture configuration triage, analysis and incident management life-cycle support resolution. They develop sound problem resolutions, processes, and or approved work-around solutions until a fully approved solution is available.
The Technical Support Engineer develops and maintains advanced technical document library for support issues to expedite problem solutions with minimum down time. They are required to be Subject Matter Experts (SME) on the Energy programs and processes necessary to supervise, train, and mentor assigned staff members with all duties assigned for their position.
This position is located at Varec Inc. Norcross, GA.
Responsibilities include but are not limited to:
•Maintains an advanced knowledge of the wholesale retail fuels business and associated software to include FuelsManager® Defense, Inventory Management interface, Enterprise Business Systems (EBS), External Enterprise Business Portal (EEBP), Transactions Services (TS), Real Property, DLA Business Process Areas, and ITSM processes.
•Provides assistance to coworkers through training, education and mentoring processes with troubleshooting techniques when addressing problem issues that arise with the FuelsManager® Defense and third party software that are used by end users.
•Maintains acceptable service level agreement (SLA) standards as they are established in the external and internal standard operating procedures (SOP).
•Possess in-depth knowledge of fuels accounting ledger reconciliation procedures required to manage a fuels account including, reconciling accounts, clearing system rejects, appropriately triaging problem issues, and DLA routing procedures.
•Sustains a positive working relationship with all DLA service representatives and service control points through accurate written and verbal problem descriptions pertaining to site visit requests, hardware replacements, etc. that are triaged from the base level customer.
•Must have highly developed multi-tasking capabilities with the ability to manage time and support issues to meet and exceed Government Service Level requirements.
•Manages and routes all problem incidents to the appropriate groups outside the scope of the Standard Operating Procedure guidelines for Junior and Senior Analysts.
•Possess the ability to identify advanced technical, Tier III support issues related to the FuelsManager® Defense software suite and route them accordingly.
•Analyzes process flows to determine / recommend possible business process changes.
•Identifies software discrepancies and provides technical documentation for proposed solutions to the Software Management team
•Manages, develops and creates supporting documentation of problem resolution findings to all support analysts and other support departments.
•Performs quality inspections on equipment and application configuration for remote customers support requirements.
•Maintains advanced technical expertise and knowledge about new BLSA versions, supported operating systems, database management systems, and third party products.
***External Referral Eligible***
Bachelor’s Degree in related field or 4 yrs. of related experience with be accepted in lieu of a degree
•Outstanding written and verbal communication and presentation skills
•5 yrs. previous experience in customer support or related fields involving interaction with people
•Must be able to multi-task multiple high priority items with the ability to properly prioritize and be part of a team environment
•Government IT security clearance, IT2 and Security + Certified within 6 months
•Must be willing to travel a minimum of 10%,
•Hands on administrative and technical experience with all Microsoft Operating Systems and database management systems to date.
•Must be willing to provide 24/7/365 operation support to include holidays on a rotational basis
•Understanding of IT networking architecture with relation to Client Server configurations and/or thin/thick net configurations.