System Support Engineer

System Support Engineer

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation.

At Delta Dental, we celebrate our All In culture. It's a mindset, feeling and attitude we wrap around all that we do from taking charge of our careers, to helping colleagues and lending a hand in the community.

To administer middleware software solutions, enterprise email and instant messaging solutions, web application solutions, enterprise directory services, and other ancillary applications, as well as apply patching and regular updates to supported application systems.

Primary Job Responsibilities :

• Participates in monitoring and documenting supported applications, including middleware, web application solutions, enterprise email and instant messaging solutions, and enterprise directory services in compliance with service management policies and procedures.
• Primary administrator and level 1 and 2 approver for all Application Support Services change management functions, including back-end application support, configuration tuning and optimization, and scripting.
• Coordinates supported application changes within ISS.
• Analyzes deep transaction tracing, synthetic monitoring, real user monitoring, and network monitoring to assist with recommendations, incident response, and problem resolution.
• First responder to all incidents involving supported applications.
• Assists with the collection and analysis of performance monitoring involving supported applications.
• Creates, updates, and maintains department work instructions.
• Performs technical Proof of Concepts (POCs) for new tools and services.
• Conducts training sessions on technical matters and new technology trends for internal audiences.
• Participates in department projects.
• Researches technical issues and provides recommendations for resolution and process improvements.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Position requires a bachelor's degree in computer science, programming / scripting or related field and three years' experience in information technology. An application support certification within middleware software solutions, enterprise email and instant messaging solutions, web application solutions, backup and recovery, and / or enterprise directory services is preferred. Will accept any suitable combination of education, training, or experience.

Position requires working knowledge of some of the following at varying levels depending on assignments : LDAP, Active Directory, Enterprise backup, storage, and monitoring systems, automated system patching and asset management, Middleware applications and associated monitoring tools, web application solutions, Microsoft SharePoint, Microsoft Exchange, Microsoft Lync Messaging, automated job scheduling systems; experience with software application patching and administration; and the ability to analyze and resolve complex problems using independent judgment while communicating effectively with internal and external customers.

Position requires the ability to provide on-call support twenty-four hours a day, seven days a week. Occasional travel may be required to some enterprise sites.

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.