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Tier 1 - Software Application Support Specialist

Novel Engineering – Atlanta, GA

Company Overview

Novel Engineering, Inc. was founded by business professionals who had a common quest to create a company that delivers on its promises while fostering a work environment that is constructive to its employees. Having decades of solid experience in engineering services to the aerospace, transportation, controls, and government/military industries, Novel continues to deliver projects that meet our customers needs while leveraging cutting-edge tools and processes.

Responsibilities and Duties

Novel Engineering is seeking a Tier 1 Software Support Specialist for our client s Dispatching System. Novel is seeking a tier 1 application support employee for a combined 1st (6 AM - 2 PM) and 2nd shift role (10 PM - 6 AM) to support a client in Atlanta, GA.
The candidate will be responsible for monitoring fielded applications and escalating a call to tier 2 support personnel per prescribed conditions. Work will be performed at the client site in Melbourne, FL.
These individuals must have high quality work ethics. The work will require constant attention to application log monitors, queue monitors, and other indicators of the system health. Error or failure conditions will be few and far between, but they MUST be detected and responded to without delay.
Additionally, the system being monitored is a fielded system. Any downtime could translate to hundreds of thousands of dollars in lost revenue for the client. Consequently, diligent monitoring is required. Finally, respect for the level of access to be granted for monitoring capabilities must be understood by the candidate and treated accordingly.
Good Computing Skills are required for this work. Candidate will be taught how to use various command line or graphical applications used in monitoring. They do not necessarily have to know commands for Windows or Unix computers, but this would be a plus. Alternatively, candidates must learn the prescribed sets of commands and understand the conditions under which each might be necessary to run.
Good judgment is required such as when to call or not call tier 2 support. Generally, there will be prescribed conditions, but individuals who have a knack for understanding how systems function will bring extra value by avoiding issues before they happen.
The individuals will be trained and buddy with others who currently have the required skill set. Generally this is a two-week process which might require some or all 1st shift work. Shift work will commence thereafter.

Work for this assignment will be performed at the client s facility in Atlanta, GA.

Qualifications and Skills

  • Associates degree in Information Technology, Computer Engineering, Software Engineering, or equivalent work experience.
  • Self Starter/Self Motivate
  • You ll have guidance, but you must have a natural curiosity that leads to digging deeper and putting together the wherefore and the why
  • Excellent Communicator - written and spoken
  • You must be able to articulate issues clearly and understand your audience
  • Good Technical Writing skills- Strong Computing Skills is a must
  • Experience with High Availability computing environments is a plus
  • Tier 1 Support experience is a plus
  • The ability to stay attentive and react quickly when the unexpected occurs.
  • Good Verbal communications skills and experience discussing technical issues
  • Experience working with a Customers is a plus

Benefits and Perks

Novel Engineering offers a competitive employment package. This includes competitive compensation, vacation, dental, vision, employee profit sharing plan, flexible schedules, and a professional yet relaxed culture that gives you the opportunity to work in a team-oriented environment, innovate with co-workers, and thrive as an individual.

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