ECHO is seeking a
Level II Systems Support Representative to provide end-user support by troubleshooting and resolving daily service tickets while assisting with minor application enhancements and development projects. This role partners closely with business users to deliver training, assess issues, and ensure timely resolution of support requests. The individual will identify, document, and escalate more complex technical issues to senior developers or management as needed.
The salary range for this position is $85,000-$91,000 based on experience and qualifications.
This is a hybrid position that will offer the flexibility of working from home and on-site at our Lake Zurich facility.ECHO's benefits include:- 11 paid holidays
- Extremely affordable medical, dental, and vision insurance
- Paid time off
- Yearly bonus potential
- 5% 401K match
- Tuition reimbursement
Duties/Responsibilities: Production Support & Incident Management- Provide Level II support for enterprise production applications and integrated business systems.
- Monitor incoming support tickets and service queues to ensure timely response and resolution.
- Troubleshoot and resolve application, system, and user-reported issues.
- Identify recurring issues, trends, and system bottlenecks and communicate findings to management.
- Create and maintain technical documentation, support procedures, runbooks, and knowledge base articles for common issues and resolutions.
- Document troubleshooting steps, root causes, workarounds, and best practices to improve support efficiency and consistency.
- Contribute to building a cross-functional support rotation by developing knowledge-sharing materials and facilitating knowledge transfer across team members.
- Collaborate with senior developers, infrastructure teams, and business stakeholders to resolve complex technical issues.
- Participate in on-call or after-hours support activities in case of major outage or emergencies
IBM i (iSeries) Administration & Operations - Perform day-to-day IBM i (AS/400/iSeries) system administration activities.
- Manage user profiles, printers, job queues (JOBQ), output queues (OUTQ), and active jobs.
- Monitor system performance and operational processes to ensure uninterrupted service.
- Support scheduled jobs, batch processing, and system interfaces.
Application Support Support the following enterprise applications and interfaces:
- Infor XA 10 (MAPICS ERP) and custom RPG-developed enhancements
- Infor ION
- Infor WMS (Warehouse Management System)
- OpenText Trusted Link (TLi) EDI
- Cleo EDI
- Secure FTP (SFTP) integrations and file transfers
Key responsibilities include: - Monitoring application availability and integrations.
- Investigating and resolving transaction failures, interface issues, and processing errors.
- Supporting business users with application-related questions and issues.
- Coordinating with application owners and vendors when escalation is necessary.
User Access & Security Administration - Provision and maintain application access for users.
- Manage security roles and permissions in accordance with company policies.
- Support onboarding, role changes, and user termination processes.
- Maintain user access documentation and participate in periodic access reviews.
Continuous Improvement - Partner with senior developers and manager to identify opportunities to reduce technical debt.
- Recommend process improvements that increase operational efficiency and system reliability.
- Evaluate emerging technologies and tools that could improve support processes and business operations.
- Participate in initiatives that enhance system stability, monitoring, and automation.
Collaboration & Customer Service - Work closely with IT management, IT team members, business users, and external vendors.
- Communicate issue status, resolutions, and support activities clearly and professionally.
- Build strong working relationships with functional and technical teams to ensure high-quality support
Job Experience/Skills: - 5+ Years of application development experience and support experience.
- This position involves level hands-on application development, including RPG and SQL coding, and Infor XA NetLink/PowerLink enhancements.
- Familiarity with OpenText TLi EDI, Infor XA, Infor ION
- Proficiency in analyzing and debugging production issues and providing user/developer support.
- Expertise in IBM iSeries query design and debugging.
- A demonstrated ability to independently acquire technical skills through reading and utilizing support tools.
- Excellent communication and interpersonal skills to guide non-technical users through solutions.
- Self-motivation, with the ability to prioritize tasks, meet deadlines, and adapt to changing priorities.
- The ability to act as a liaison between the user community and the I.T. department.
- Critical thinking skills to develop practical solutions.
- Being available on an adhoc, as needed basis to respond to major system outage or critical emergencies
Education: Bachelor's degree in Information Systems, Computer Science, or relevant work experience.
