EDI L1 Support

About the role

About Our Client: This organization provides mission-critical services and solutions to Fortune 100 companies and over 500 government entities. It operates in the business services and technology sector, addressing complex operational challenges by delivering continuous support and technical expertise. With a global presence and a workforce exceeding 60,000 associates across 24 countries, the organization impacts millions of people through its client services. About the Opportunity: The EDI L1 SUPPORT role is a technical helpdesk position responsible for providing first-line support to ensure uninterrupted operations. This position plays a key role in monitoring systems, managing incident tickets, and facilitating communication between users and higher-level support teams. By handling routine technical issues and coordinating operational activities, this role contributes to maintaining the reliability and performance of critical business systems.

Responsibilities

• Provide first-line support by logging, triaging, prioritizing, tracking, and routing user incidents
• Attend Business Intelligence team meetings and assist with data collection
• Generate reports and operational dashboards using data from internal and external sources
• Schedule meetings and prepare materials for leadership support
• Monitor event alerts and notify appropriate teams; escalate issues to Level 2 and Level 3 support
• Monitor database availability, instance status, disk and file system space
• Review Oracle alert logs, transaction logs, and backup logs
• Respond to application support and development team inquiries related to database activities
• Monitor backups and recovery processes; handle restoration requests
• Track performance metrics such as CPU and memory utilization, application performance, and tuning
• Adhere to organizational policies and procedures
• Perform additional duties as assigned

Requirements

• Associate or bachelor's degree in technology or equivalent work experience (1+ years) with fundamental IT knowledge
• Formal education and relevant expertise in technical or professional areas
• Capable of initial troubleshooting, ticket management, first contact resolution, escalation, system monitoring, and documentation
• Ability to contribute to and manage projects
• Strong problem-solving skills using deductive reasoning
• Experience interfacing with key stakeholders
• Ability to work independently or collaboratively
• Follow standardized procedures to meet objectives and deadlines
• Effective interpersonal communication skills

Pay

The estimated salary range for this role is $63,140 to $82,000. Eligibility for bonuses or incentives based on business needs. Compensation varies by location, experience, and performance.

Benefits

• Health insurance coverage
• Voluntary dental insurance
• Vision insurance