Software Engineer Support III ( Chicago, IL 60654 )

Company:  Echo Global Logistics
Location: Chicago
Closing Date: 31/10/2024
Salary: £150 - £200 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description

At Echo, we foster a culture that promotes continuous learning, innovation, and personal development. Apply today and grow with Echo!

The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Position Overview

The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Required Skills

  1. Must reside in Chicago, IL
  2. Experience with Kubernetes, Docker, and AWS
  3. 3+ years of experience working with VB.Net and C#
  4. 3+ years of experience working with a DBMS (SQL Server Management Studio a big plus)
  5. Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)
  6. Experience working with application monitoring tools like Splunk or Dynatrace – preferred but not required
  7. Familiar with DevOps
  8. Familiar with ITIL framework
  9. Ability to work in an Agile environment
  10. Strong problem-solving skills
  11. Exceptional customer service skills
  12. Excellent verbal and written communication skills
  13. Self-managed, motivated, and team-oriented
  14. Ability to multi-task in a fast-paced, fluid work environment
  15. Strong time management skills in a fast-paced environment
  16. Effective communication skills and a keen sense of ownership
  17. Ability to follow tasks through to their completion with a high degree of accuracy and quality
  18. Ability to be thorough in collecting information for a user’s environment and issue they are experiencing
  19. Ability to follow detailed SOPs with consistency and little intervention from others after receiving training
  20. 3+ years of prior application support experience
  21. Bachelor’s Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required

Job Duties & Responsibilities

  1. Provide advanced application support to end users
  2. Ensure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutions
  3. Work on bug fixes with autonomy
  4. Investigate existing code and contribute to fixes
  5. Lead innovation and continuous improvement
  6. Implement automation
  7. Implement improvements in processes and procedures to increase efficiency
  8. Contribute to meeting the defined SLAs and KPIs of the team
  9. Create Knowledge Base articles to document problems and solutions
  10. Utilize Knowledge Base articles to resolve issues
  11. Create new documentation or update existing documentation
  12. Lead projects related to deployment and upgrade activities
  13. Perform routine maintenance of select proprietary Echo applications
  14. Other application support work as dictated by the needs of the business
  15. Onboard new team members
  16. Communicate effectively with both novice and proficient customers and end users
  17. Collaborate regularly with both technical and business teams
  18. Carry out root cause analysis
  19. Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
  20. Work closely with the Service Desk Leads, Dev Teams, and QA team to confirm production defects and identify alternative solutions
  21. Maintain an attitude of commitment through an outward display of willingness
  22. Act in the interest of the overall team
  23. Create and maintain a positive working relationship within the TECH Department and end user communities
  24. Participate in the refinement and execution of TECH department and team initiatives
  25. Participate in the expansion of the team’s knowledge and troubleshooting skills by offering effective cross-training and documentation
  26. Participate in on-call rotation to provide 24x7 support
  27. Work with infrastructure and development teams to gain a deep understanding of how the application is designed
  28. Create and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriate

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Work Environment/Physical Demands Summary

This job operates in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear.

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

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