Waste Management India App Support Eng I (L2) in Haryana, India

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

Recognized across the organization for functional expertise. Configures and installs highly complex software for IT users’ desktops and mobile devices. Provides technical expertise for software and hardware of end-user computing. Provides technically advanced and in-depth troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution. Provides leadership and direction in developing and implementing Technical Support systems and strategies to achieve business objectives within set deadlines.

II. Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.

  • Processes complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
  • Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
  • Provides data mining, writing specifications for development fixes and configuration of hardware and software.
  • Creates DB scripts to correct invalid data within the database.
  • Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.
  • Creates and updates Support and User Guides.
  • Delivers advanced post-development support (including client installations).
  • Provides management ticket reports, Pareto Report, and various others.
  • Contributes in creation and modification of complicated system or application monitors.
  • Leads Technical Support business initiatives in accordance with Senior Leadership.

III. Supervisory Responsibilities

May coach or mentor less-experienced personnel and act as the team leader on systems projects.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

  • Bachelor’s Degree in Computer Science, MIS, or similar area of study. At least 3 years of relevant work experience.

B. Certificates, Licenses, Registrations or Other Requirements

  • Preferred: Help Desk Certification, A

C. Other Knowledge, Skills or Abilities Required

Advanced knowledge or skills in one or more of the following is required:

  • SQL queries and scripting.
  • Document user, support and maintenance procedures.
  • Document standardized communications to users and management.
  • Customer service skills including conflict resolution.
  • Effectively communicate with staff, management, end users, and other customers.
  • Ability to conceptualize end user steps and processes to readily identify the issue/problem.
  • Troubleshooting PC problems and issues.
  • Problem solving and analytical skills.
  • Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
  • General knowledge of PC systems, hardware and software.
  • Knowledge of Software functionality.
  • Remedy Action Request System (Help Desk System).
  • Hardware and software support of on board computing systems.
  • Knowledge of PC remote access functions and usage.

V. Work Environment and Essential Functions

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
  • Required to exert physical effort in handling objects less than 30 pounds rarely;
  • Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
  • Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
  • Normal setting for this job is: office setting.

Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply.”

Job: Information Technology

Title: India App Support Eng I (L2)

Location: India-Haryana-GURGAON

Requisition ID: 17012026