About the Role:
The Associate IT Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team. In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency. Leadership potential, prior work experience (internships, projects, and co-ops) and general interest in technology and its business applications are a plus.
Essential Duties and responsibilities
Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trends
Take ownership of customer issues reported and see problems through to resolution
Provide management with metrics related to system availability, support issues, and KPIs as requested
Years Of Experience-2+ years
• Requires basic knowledge of theories, principles and concepts within a technical discipline; has exposure to current technologies through coursework or internship
• Applies general knowledge of business and industry gained through education or experience
• Performs routine technical assignments and uses existing procedures to apply to technical concepts to solve standard problems
• Receives instruction, guidance and direction from more senior team member
• Impacts own work and has limited impact on work team
• Communicates straightforward information
Education:
Required: Bachelor’s Degree in Computer Science, Mathematics, or Information Technology, or related field.
Preferred: Master’s Degree in Computer Science or Information Technology or related field.
Physical Demands
Normal office environment
Work hours determined by shift as part of a 7x24 staffing schedule:
Shift-1
07:00 AM – 04:00 PM
Shift-2
03:00 PM – 12:00 AM
Shift-3
11:00 PM – 08:00 AM
Shift assignments will be rotated every month
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
