Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG 

Description

As a Technical Support Engineer you will stay on the cutting edge of technology while working alongside our development and infrastructure teams to provide fast results. As a Tech Support Engineer, you will be challenged daily by driving complex issues to resolution. This role plays a huge part of our success to provide world-class technical support to our customers. This position requires strong analytical, problem-solving, and troubleshooting skills. The qualified candidate possesses broad experience in handling difficult or sensitive situations in a professional, timely, and thorough manner. Qualified candidates are self-starters and highly-motivated to provide excellent customer service.
• Provide the highest level of technical support to internal and external customers
• Problem analysis and root cause documentation for all issues
• Identify frequently occurring issues and coordinate with Product Development\Infrastructure teams as needed
• Work with all departments to facilitate issue resolution of problems elevated by our Technical Resolution Team or other internal teams
• Monitor aging escalations.
• Review escalated issues to identify trends and communicate
• Execute projects assigned by Management
• Documentation and training participation when needed
• Provide recommendations for improving existing processes and procedures
• Organize conference calls between multi parties
• Strong awareness of knowing when to escalate internally to management
• Consistently model the highest levels of team work and professionalism
• Learning and staying up to date with product releases and environment changes
• Participate in on call rotations
• Work under minimal supervision
• Always keeping a can do attitude and willingness to help others

Qualifications

• Strong troubleshooting skills with the ability to be dynamic and adapt
• Experience working in an enterprise environment of a least 100 servers
• 3-5 years experience with Microsoft business class operating systems
• 3-5 years Microsoft SQL Server experience or other database applications
• Prior experience with Microsoft SQL query language and performance troubleshooting
• Prior experience with UltiPro HCM /Payroll product knowledge or other payroll/ HR systems preferred
• 3-5 years experience working with Linux systems
• Experience with MongoDB is a plus
• Experience with RabbitMQ is a plus
• Prior shell or scripting experience is a plus
• Knowledge of Microservice architectures is a plus
• Relevant experience with at least one statically typed language - C# / Java
• Prior experience working with VMware
• Prior experience supporting Web based applications
• Prior experience working in a Cloud/SaaS environment
• Working knowledge of client/server applications
• Working knowledge of network technologies
• Experience working on call rotations
• Ability to multi-task
• Highly motivated at achieving results
• Comfortable managing multiple, high-priority issues simultaneously
• Strong decision-making ability
• Strong oral and written communication skills
• Excellent organizational and time management skills
• Able to set and manage expectations
• Takes initiative to learn and develop
• Must work well in a team environment
• Fast learner is a must with an ability to share knowledge with others
• Certified Support Professional (CSP) recommended
Preferred Qualifications:
• Bachelor’s Degree or equivalent; MIS, CIS, or Business Administration preferred
• MCSE/MCDBA Preferred

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.