General information

JobID: 8310

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Working Time: Full-Time

Locations: Charlotte, North Carolina, Lenexa, Kansas, Monett, Missouri, Springfield, Missouri

Travel Requirements: 0%

Description & Requirements

Jack Henry & Associates is seeking an Application Engineer to work as part of the UX Install & Support team, candidates will be providing support for the Jack Henry Core customer’s, both operational and technical for the Xperience User Interface within the organization.  This position will be providing support to our customers that are in the banking environment. This role will be part of the Banking Technical Operations team that is focused on providing technical support and solutions for Jack Henry’s integrated products. Here at JHA we recognize that by taking care of our employees they will in turn take care of our customers. We provide our employees with a causal work environment, a great benefits package, and growth and advancement opportunities.

MINIMUM QUALIFICATIONS

  • Minimum of 5 years of experience in a technical support environment or with software development.  

  • Minimum of 18 months of customer service experience with external facing customers.

  • Must be able to work an on-call rotation including nights and weekends.

PREFERRED QUALIFICATIONS

  • Associates or Bachelor’s Degree preferred.

  • Strong communication and customer interaction skills. 

  • Strong knowledge of company products and services. 

  • Exceptional knowledge of network and Internet technologies: DNS, DHCP, TCP/IP

  • Working knowledge of vLANs, routing protocols, firewall, and switching technology

  • Technical experience with Windows Desktop and Server Operating Systems and Virtualization Technology (VMware/Hyper-V)

  • Working knowledge of client virtualization environments including VMWare, Citrix, and Remote Desktop Server

  • Exceptional knowledge of, and professional experience with problem isolation and performance troubleshooting using application and network diagnostics.  (Windows System Events, TCP/IP packet capture, Windows Communication Foundation trace)

  • Demonstrate strong problem solving and troubleshooting skills

  • Able to demonstrate strong DevOps skills including, but not limited to:

  • SQL Server

  • XML and C# .Net code understanding and tracing

  • Scripting and automation

  • Working knowledge of Knowledge Centered Services and/or knowledge bases

ESSENTIAL FUNCTIONS

  • A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. 

  • Provides highly visible customer support through the performance of on-site or remote installations, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

  • Checks out and approves operational quality of system equipment.

  • Performs remote customer work including design, repairs, testing, upgrades and/or maintenance on technical issues.

  • Identifies customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.

  • Instructs customers in the operation and maintenance of the system.  Resolves customer problems and answers questions.

  • Serves as liaison between the company and customers.

  • Conveys customer feedback to technical design and engineering staff.

  • May provide ongoing application, network and security support including servers, firewalls, routers, active directories, etc.


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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