IT Technical Support Engineer - PaymentSpring

Nelnet   •  

Omaha, NE

Industry: Technology


Less than 5 years

Posted 167 days ago

This job is no longer available.


  1. Interprets, evaluates, resolves and tests internal/external client inquiries or issues regarding the functional operation of application hardware and software. 
  2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem.
  3. Solve application support cases through effective troubleshooting.
  4. Serves as a liaison between other technical staff, management, users, and vendors regarding incident requests, service requests, usage, standards, security, and other technical matters.
  5. Alerts clients and team members in a timely manner when a major problem is suspected.
  6. Monitor system performance and react to outage alarms and process failures 24x7.
  7. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
  8. Proactively respond or resolve issues by identifying potential problems and implementing solutions and prevention methods.
  9. Translate technical details into business relevant language.
  10. Recognize and escalate critical issues to management.
  11. Perform incident and request intake via phone, email, IM and system alerts.
  12. Multi-task and resolve complex problems under stressful situations.
  13. Create knowledgebase articles and technical notes for use by othertechnicians.



  1. College graduate in related field (4-yeardegreepreferred) or equivalent experience.



  1. 2+ years high-level technical support experience.
  2. 2+ years technical experience with web applications
  3. Extensive experience in examining, investigating and solving problems.
  4. Experience working issues/cases at various technical levels.
  5. Systems administration background a plus.



  1. Strong communication and interpersonal skills with technical and non-technical clients.
  2. Excellent troubleshooting skills.
  3. Well-organized with the ability to multi-task and work with minimal supervision.
  4. Comfortable interacting with other teams and departments.
  5. Flexibility to cover extended hours on a rotating basis.
  6. Ability to manage demanding workloads
  7. Demonstrated ability to build and maintain strong relationships with customers while providing excellent customer support.
  8. Ability to think “out-of-the-box” and develop creative solutions.
  9. Understanding of programming principles (does not need to be programmer).
  10. Knowledge of batch processing and transmissions management.
  11. Working knowledge of data processing, hardware platforms, and enterprise software applications
  12. Payments industry knowledge
  13. Experience with IT Service Management tools such as ChangeGear or ServiceNow.
  14. Experience with monitoring and performance diagnostic tools such as SolarWinds and Splunk.
  15. Knowledge of Linux operating system architecture.
  16. Good technical skills with Java technology stack (Tomcat, Apache, JVM, etc.)
  17. Familiarity with SQL and executing queries.