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Technical Support Specialist
2 months ago
We are seeking a highly skilled L3 Technical Support Specialist to join our team at Wakapi. As a key member of our technical support team, you will be responsible for providing technical assistance to our vendors and ensuring the smooth operation of our enterprise-level Managed File Transfer (MFT) solutions.
Key Responsibilities:- Identify and resolve software issues through remote access and analysis of system logs.
- Utilize tools like PuTTY and WinSCP to access remote systems and retrieve logs for issue identification and update essential files.
- Analyze system discrepancies and missing data by crafting and executing SQL queries to pinpoint root causes of technical problems.
- Demonstrate strong problem-solving skills by analyzing system logs to identify and resolve complex technical issues.
- Collaborate effectively with development teams using Jira ticketing system to resolve database-related issues and implement permanent fixes.
- Maintain system health and performance by initiating cache updates and escalating unresolved issues to appropriate internal teams.
- Identify and resolve software issues through the effective use of Linux commands, scripting languages (e.g. Python), and SQL queries.
- Prioritize and manage multiple open tickets simultaneously to ensure efficient issue resolution.
- Automate repetitive tasks across multiple POS systems using scripting languages to enhance troubleshooting efficiency and reduce manual effort.
- BS degree in Information Technology, Computer Science, or a relevant field.
- Understanding of Linux and AIX commands (searching, copying, moving, appending, and permissions on files, etc.).
- Ability to create ad-hoc SQL queries (DB2, MySQL, SQL Server, etc.).
- Basic Microsoft Office skills.
- Experience with Point-of-Sale systems is a plus.
- Understanding of environmental variables.
- Knowledge of XML.
- Scripting in Bash and Shell are desired.
- Python experience is a plus.
- Power Automate and Power BI knowledge is a plus.
- Excellent verbal and written English communication skills.
The working schedule will be covering 24 hours, 7 days a week, based on team shifts. The hours will be 8AM-4PM, 4PM-1AM, 1AM-10AM, or 10AM-7PM, 5 days a week, from Monday to Sunday (CT time zone).
