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SOFTWARE SUPPORT ENGINEER

Company: NIC Inc
Location: Olathe
Posted on: February 23, 2021

Job Description:

NIC Inc., the nation's premier provider of innovative digital government solutions and secure payment processing is currently seeking applicants for a Software Support Engineer.At NIC (Nasdaq: EGOV), it's our mission to make government interactions more accessible for everyone through technology. NIC's company culture is driven by a set of core values: trust, integrity, responsibility, passion, innovation, family, and community.Prescription Drug Management (RxGOV) Software Support Engineers (SSE) provide technical support and solutions to cross functional teams by diagnosing, troubleshooting, repairing, and debugging complex IT systems. This includes the software and infrastructure related to NIC's prescription drug management system (RxGov). SSEs respond to situations where first-line product support is unable to isolate or fix problems in malfunctioning infrastructure or software. SSEs are also responsible for reporting design, reliability and maintenance problems or bugs to software engineering and product ownership. Finally, SSEs provide support to customer/users including, but not limited to, doctors and pharmacists. RxGov SSEs will be part of a consolidated Production Support team with members supporting financial, outdoor recreation and licensing produces for local, state and federal customers.KEY RESPONSIBILITIES

  • Perform troubleshooting, problem analysis, event isolation, problem remediation or escalation for NIC's prescription drug management Software, RxGov.
    • Address technical software and setup issues for customers, technicians, and engineers
    • Research and analyze platform issues working cross-functionally across NIC teams and customers to identify root cause and corrective actions
    • Implement workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
    • Understand and respond properly to escalation procedures; Follow through and assist in troubleshooting after escalating
    • Enter data into trouble ticket system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database
    • Perform investigation/documentation/reporting for customer-impacting or recurring issues
    • Communicate effectively with NIC teams and key stakeholders both proactively and reactively
      • Take part in an on-call rotation for incident resolution (includes after hours and weekend coverage)
      • Complete stand-alone projects to improve application functionality and/or improve production support efficiencyEXPERIENCE/EDUCATION
        • 1-2 years' experience in the field or related area
        • Bachelor's degree preferred, or equivalent, in area of specialty
        • Knowledge of Bash or Powershell scripting, SQL, Javascript, CSS
        • Experience troubleshooting problems on Windows 10 and OSX
        • Experience with Microsoft Azure or another cloud-based environment
        • Experience with file transfers and protocol including SFTP
        • Familiar with standard concepts, practices, and procedures of Support Engineer
        • Creative in solving issues utilizing programming skills
        • Experience with medical software, customers and users is a plusBENEFITS
          • Competitive compensation and stock purchase plan
          • No-cost group medical insurance
          • Matching 401(k) contributions with 100% vesting
          • Disability and Life insurance
          • Company wellness program
          • Paid State holidays and vacation
          • Great work environment - provided by Dice

Keywords: NIC Inc, Olathe , SOFTWARE SUPPORT ENGINEER, IT / Software / Systems , Olathe, Kansas

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