Current opening
GFX Technical Support Engineer
Department: Wire
Location: San Francisco
Summary: The Technical Support Engineer is responsible for supporting the Global Funds Transfer Exchange Wire Transfer system on BankServ's ASP servers in data centers managed by BankServ as well as at bank customer locations. The Global Funds Transfer Exchange Wire Transfer system (GFX) is a software package product that provides business application functions necessary to support the delivery of domestic and international wire transfers for bank and bank customers through the Federal Reserve Banks Fedwire network and international SWIFT network.
The Technical Support person is responsible for the overall system support from problem receipt
through resolution. They will log the issue, perform initial diagnostics, resolve or escalate to level three support (development).
External customer support mainly focuses on a broad range of tasks such as product troubleshooting, hosting administration, and end user support.
This is a full-time position that requires a great deal of patience and attention to detail. We are looking for the right person to both control the current environment and plan for our future needs. This position will manage, scale, and maintain our application servers necessary to grow with our business. Further, this person will be tasked with improving both internal and external support for our vital operations.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Installs applications in the UAT environments for prerelease testing.
Performs system administration by writing utilities and monitoring services.
Provides technical support and maintenance of installed application software.
Implements, configures, and tests new product versions with end users.
Interacts with business users and software vendors to troubleshoot installation and implementation issues.
Communicates problems and problem resolutions to System Administrators to improve ongoing services delivery.
Develops and maintains detailed technical knowledge of the specifications, operation, and diagnostics of products while maintaining familiarity with competing products.
Organizes, produces, and reports on the progress of ongoing testing, trials, and evaluation of new products and services.
Analyzes existing workflow environments and assists with setting up and configuring new installations to fit into workflow models.
Supports remote users in resolving network connectivity issues.
Conducts orientation to new users regarding applications of software.
Competency:
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
Project Management - Communicates changes and progress; Completes projects on time and budget.
Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit.
Written Communication – Provides clear, concise updates proactively to managers, coworkers and customers.
Change Management - Communicates changes effectively.
Leadership – Demonstrates the ability to become a subject matter expert in some aspect of the supported applications.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Organizational Support - Follows policies and procedures.
Strategic Thinking - Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time.
Dependability - Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Innovation - Displays original thinking and creativity; Generates suggestions for improving work.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Develops realistic action plans.
Professionalism - Reacts well under pressure; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
Quantity - Completes work in timely manner.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Oracle database software (or similar relational database software) and Microsoft Operating Systems.
Certificates and Licenses:
No certifications needed
Supervisory Responsibilities:
This job has no supervisory responsibilities.
BankServ offers competitive pension, private healthcare, and education reimbursement plans.
Location: San Francisco
Job Type: Permanent
Email: Email resume to employment@bankserv.com
Reference: WD2008/10/01
If you prefer, you may also mail your resume to:
BankServ
Attn: Director of Human Resources
222 Kearny Street, Suite 400
San Francisco, CA 94108
