Jack Henry and Associates Data Center Technical Support Representative in Lenexa, Kansas

Job Description

Are you looking for an opportunity to utilize your technical support skills in a data center environment? If so, this position may be perfect for you! Jack Henry and Associates is seeking to hire a candidate for an exciting role as a Data Center Technical Support Representative who will report to the Data Center Operations Manager. In this role, candidates will be part of a 2-person team that assist with server patch verifications, installs of new banks, server file grooming, server monitoring and server replacements. The ideal candidate will have a strong understanding of Microsoft Servers, application installs, printer installs and advanced troubleshooting. Candidates also must be able to participate in Saturday rotations (every 5 to 6 weeks), monthly maintenance and after hours on-call support.

About the Team:

Jack Henry’s OutLink Banking Core Director data center provides services needed for banks to outsource their banking data processing needs. This entails 24/7 availability of customer data, nightly updates, end of year reporting, hardware oversight and software release maintenance. Jack Henry’s Data centers are located in Lenexa, KS, Allen, TX, San Diego, CA and Branson, MO.

Location:

This position can only be worked out of the Lenexa, KS office.

MINIMUM QUALIFICATIONS

  • Minimum 18 months of experience working with Windows Server 2008/2012 and higher in a technical support role.

  • Must have experience with Software and or/Printer installs and Printer troubleshooting experience.

PREFERRED QUALIFICATIONS

  • Preferred experience with PowerShell or other scripting language.

  • Preferred experience with or knowledge of Cisco firewalls and routers.

  • Preferred experience with or knowledge of Active Directory.

  • Preferred experience with or knowledge of Server Monitoring Tools (ex: Squared Up)

  • Preferred experience with or knowledge of Microsoft Security settings.

  • Bachelor’s Degree preferred.

  • Microsoft technical certificate (i.e. MCP or MCSE) preferred.

  • Preferred working knowledge of VPN connectivity with TCP/IP.

ESSENTIAL FUNCTIONS

  • Provides advanced level troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.

  • May manage hardware capacity, performance, and assess hardware needs.

  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.

  • Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.

  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.

  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.

  • Participates in training programs to continuously improve product knowledge and service skills.

  • May assist in training new employees or serve as go-to person for team members.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

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REQNUMBER: 15623-1A