Gravity IT Resourcing
System Tech Support – Expert
Miami Lakes, Florida
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TITLE: System Tech Support – Expert
DEPARTMENT: Application Delivery and Production Support
JOB TYPE: FTE
LOCATION: Miami, FL (hybrid onsite 2 days)
Overview:
This position provides expert-level application support for internal users of various mission-critical systems and applications. The role involves addressing complex system issues, authoring detailed reports, and managing the ongoing rollout of systems. The expert in this role is recognized as a leading authority in their field, demonstrating broad and in-depth proficiency.
Key Responsibilities:
- Troubleshoot performance issues, identify, and implement long-term solutions.
- Recommend and assist with improvements in support processes, tools, standards, and team performance.
- Act as the primary point of contact for communication between management and the team.
- Monitor ticket flow, re-assign tasks to balance workloads, and support the team in resolving complex issues.
- Drive changes and assessments related to the Foxtrot process.
- Utilize Lincoln expertise to enhance system support and processes.
Key Skills and Experience:
- Demonstrated mastery in application support with broad and in-depth proficiency.
- 6-7 years of banking experience supporting applications, with at least 2 years in a public or private cloud environment.
- Proven ability to utilize Lincoln knowledge to drive system support improvements.
- Ability to recommend and develop enhancements for support processes, tools, and overall team performance.
- Excellent oral and written communication skills with the capability to convey complex technical information effectively.
- Advanced problem-solving skills with experience developing and implementing effective solutions for complex issues.
- Expertise in managing vendor relationships and ensuring high-quality service delivery.
- Preferred certifications include Six Sigma Green Belt, Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), and/or ITIL Certified.
Education:
- Bachelor’s degree in computer information systems, engineering, or a related field, or equivalent work experience.
Additional Requirements:
- Interpersonal Skills: Ability to build and maintain effective working relationships, influence others, and work collaboratively across teams.
- Technical Proficiency: Proficiency in Microsoft Word, Excel, and Outlook.
- Customer Service: Professional handling of customer and employee queries, with a focus on satisfaction.
- Attendance: Regular attendance and flexibility to work additional hours as needed.
Physical Demands:
- Frequent sitting, using hands, reaching, talking, and hearing.
- Occasional standing, walking, climbing, and lifting up to 30 pounds.
Work Environment:
- Climate-controlled office with moderate noise levels.
- Safety is a priority, requiring common sense in performing job functions.