Mainframe Support

Job Description :

Pay Range: $60hr - $65hr

Responsibilities:

• Act As The Primary Point Of Contact For All High-Impact Business Activities And Technical Escalations, Ensuring Prompt And Effective Resolution Of Issues.
• Conduct Complex Support Activities, Providing Oversight And Mentoring To Junior Team Members To Enhance Their Technical Skills And Knowledge.
• Collaborate With Customers To Analyze Network-Level Issues, Identifying And Implementing Preventive Measures To Minimize Future Defects.
• Assess Potential Risks Associated With Technical Operations And Develop Comprehensive Contingency Plans To Mitigate These Risks.
• Serve As A Subject Matter Expert, Delivering Expert Technical Support And Consultation To Both Internal Teams And End Customers, Enhancing Overall Service Quality.
• Assist In The Design And Development Of Initial Troubleshooting Tools That Can Be Offered As Part Of Customer Service Solutions, Improving Efficiency And Customer Experience.

• Expert Knowledge In Product Support (L1-L2-L3) Encompassing Troubleshooting, Escalation Management, And Technical Guidance.
• Strong Analytical Skills With The Ability To Identify And Mitigate Risks In Technical Operations.
• Excellent Communication Skills To Effectively Interact With Customers And Provide Technical Training.
• Proficiency In Developing Customer-Focused Solutions And Tools For Improved Support Processes.

• Relevant Industry Certifications Such As Itil Foundation, Comptia A+, Or Equivalent Certifications Are Optional But Highly Valued.