Support Engineer / Technical Analyst - Minnesota

DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.

DATA RECOGNITION CORPORATION, Maple Grove, MN

Support Engineer / Technical Analyst

Data Recognition Corporation - Maple Grove, MN

Company cannot provide sponsorship for this position

Hybrid role for local candidates

No agencies or third parties, please

Summary

The Support Engineer serves as a contact for questions on the inner workings of the applications supported by DRC from both a business and technical perspective. Also partners with business liaisons to translate software requirements, contingencies, best practices to ensure high level program delivery. Also partners with software developers, support and QA analysts to develop logical technical processes. In addition, performs technical support, basic cost-benefit calculations, interdependency analysis, and prioritization exercises related to systems changes.

This role will require the ability to communicate across all levels of the company and on-site with clients. This role also requires someone who is proactive, a self-starter and has a proven track record to work independently with minimal supervision and collaboratively with a team. A successful candidate thinks beyond current knowledge and existing assumptions to explore new solutions and strategies, solve potential issues and has the understanding of and experience with providing exemplary customer and systems support.

Responsibilities:

• Review production issues as they occur for a holistic analysis of the impacts and possible causes
• Understand, provide insight and possible documentation (or assist those that will document) for the system of the test engine (from IDEAS through reporting)
• Interact with Level 2 to understand issues
• Interact with Level 3 to understand system design
• Participate in issue investigation and determination of appropriate area for resolution
• Provide recommendations for future system design enhancements to address issues
• Act as liaison between client, Level 2, Level 3 and the Product Support management
• Partner with business liaisons and technical teams to understand and define system goals and technical system requirements
• Assist technical groups in revising logic for performance efficiency
• Participate in system and user acceptance testing efforts
• Assist business liaisons and evaluate cost-benefit and ROI
• Understand system interdependencies and collaborate with project teams accordingly
• Systems administration, systems monitoring, and network troubleshooting

Basic Requirements:

• 3+ years of broad IT experience with demonstrated progression of responsibilities
• Strong phone support experience
• In-depth understanding of software development methodologies
• Experience using SQL (query writing and scripting)
• Proven experience in an IT support/system support role with increasing responsibility including systems administration and monitoring and network troubleshooting
• Assist in monitoring critical applications and systems
• Excellent communication (verbal & written) skills with varied audience, including Executive Leadership and DRC clients
• Strong situational analysis and decision making skills
• Experience planning and deploying business and technology capabilities
• Systems thinking ability (understand how parts interact with the whole)
• Light national travel (up to four times a year)
• Occasional on-call
• Hybrid work week - Maple Grove 1-2 days and remote 3-4 days

Preferred Skills (nice to have):

• Demonstrated experience writing software requirement specifications and test specifications
• Ability to work across many business, technology and application groups
• Experience planning and deploying business and technology capabilities
• Experience troubleshooting application, network, and client/server issues
• Excellent problem solving skills

DRC retains the right to change or assign other duties to this position

No Agencies, Please

Company cannot provide sponsorship for this position

www.datarecognitioncorp.com

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.

Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Maple Grove, MN, USA