Origence

Support Engineer

• Develop and maintain technical and operational expertise for CU Direct products and systems
• Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications
• Maintain comprehensive case documentation in ticketing systems
• Coordinate communications between staff, clients, and/or third-party vendors to gather details and identify the scope of reported issues
• Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues

Application Product Support Analyst I

Systems Engineer

• Assure uptime, resiliency, high performance, best practices for security and data integrity, and support releases, features, and functionality for infrastructure systems with CU Direct.
• Prevent downtime
• Follow and assist in developing procedures for deploying changes safely and without service interruption
• Utilize available tools and independent research to identify better ways to prevent downtime
• Detect potential uptime threats
• Determine health and identify potential problems utilizing monitoring tools and independent research
• Regular system health evaluation and monitoring tool optimization
• React to downtime
• Support and optimize high availability and disaster recovery models to minimize downtime
• Be available, provide expertise, and rapidly recover from system disaster
• Provide recommendations and follow change procedures to assure ongoing server configuration optimization
• Regularly review server and software configuration and utilization and work with other information technology personnel to recommend improvements
• Evaluate server and software configuration and performance and tune for optimal efficiency and performance
• Discover the root of performance problems and provide recommendations
• Support regular data backup and data corruption detection systems and recover as needed
• Research, test, and recommend the use or non-use of emerging technologies in regards to servers, particularly in a virtualized environment
• Perform server systems administration tasks such as installation, upgrade, configuration, backup, restore and maintenance
• Develop and maintain standards and automation to rapidly deliver optimized and uniform server system configurations

Application Product Support Analyst I

Senior Systems Engineer