The Application Support Engineer (ASE) is responsible for providing tier II technical application support. The ASE will work directly with the Client Solution Administrator (CSA) and the client to provide 2nd tier support and customer service throughout the client life cycle. The ASE will utilize relational database expertise and application knowledge to assist in the resolution of service requests. The ASE will additionally escalate issues to the sustaining engineering team as deemed appropriate.

Responsibilities:

* Provides in-depth application & database expertise to Client Solution Administrator

* Develops and documents tiered application escalation process between on and off site resources

* Assists in application knowledge transfer to offshore resources

* Manage, prioritize and validate application off shore work packages

* Ensures all client service requests are updated and tracked via Picis Helpdesk System

* Analyze, troubleshoot and resolve level II application service requests

* When necessary utilize appropriate resources to ensure resolution of service requests

* Timely communication with CSA through issue resolution

* Proactive client communication to ensure client satisfaction

* Responsive to customer needs and service requests and ensure timely follow through

* Provides ongoing communication with Client Service Director (CSD) and escalates when appropriate

* Delivers services within established Service Level Agreements (SLAs)

* Effectively multitask and manage priorities of assigned support service requests

* Maintain on-going knowledge of Picis applications

* Liaison between Service Operations and sustaining engineering (Development)

* Assists with data conversions as needed by the TSA team

* Researches application functionality via MS SQL and Sybase Powerbuilder

*Assess the need for, and assist in developing trap code to troubleshoot complex application based issues

*Troubleshoot application/database related issues through use of AppSight Black Box, MS SQL, & other tools as needed

* Assists in documentation of defects via Bug system

* Assists in the creation of SQL scripts as needed by the CSA team

* Completes other projects and duties as assigned

Skills and Experience Required:

* Proficient in 2 of 3 following areas: MS SQL scripting, relational databases, Sybase Powerbuilder

* Strong customer service focus

* Excellent oral, written and listening skills

* Time management skills

* Strong technical and business problem-solving skills and judgment

* Ability to work with customers and team members effectively and efficiently

* Balance the requirements of satisfying customers and meeting company goals

* Knowledge of Picis applications Position based in Wakefield or Rosemont (based on product area)

Education:

* Associate's degree (AA) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

* BS degree preferred Required Technical Skills - Perioperative Product Line

* Proficiency of Microsoft standard packages: Word, Excel, Outlook and W2K/XP operating system at user level

* Comprehensive knowledge of Windows 2003/2000/XP Server and Workstation, Citrix

* Extensive knowledge of Sybase PowerBuilder version 9.0 or greater

* Extensive knowledge of SQL Server 7/2000/2005

* Understanding of network architecture and basic elements

* Knowledge of remote connection methods, including VPN, RAS, PC Anywhere, Remote Desktop, VNC, etc.

* Basic working knowledge and/or understanding of Crystal, Access or other report writing tools