Vantiv Level II Technology Support Engineer in Cincinnati, Ohio

Provides on-going support of critical customer facing and customer servicing systems. Provides thought leadership and navigates ambiguity to solve problems and ensure continual process improvement.


  • Demonstrate ability to meet or exceed organizational KPI metrics for MTTR, Problem, Incident, Service Requests ticketing and quality assurance.

  • Support production escalations and mange issue through resolution to stabilize operational environment(s).

  • Perform L2 analysis and engage directly with IT organizations (including, Development, Infrastructure and Database teams) to provide root cause, recommendations and resolution planning.

  • Proactively engage in the analysis of business performance and help make recommendations for improvements and measure progress.

  • Drive strategy, innovation, and best practices for the system operational function

  • Drive best practices in service effectiveness, efficiency, and excellence

  • Responsible for Service Run tier 2 issue resolution, including inquiries (level 1), application break-fix (level 2)

  • Collaborate closely with release/change, technical documentation, root cause analytic, and production readiness functions on service run issues, resolutions, planning, and mitigation

  • Create knowledge of Tier 1 support via knowledge articles

  • Drive continuous improvement to optimize the environment

Technical Skills:

  • Working experience in troubleshooting Linux & Windows based environments.

  • Working experience in Server Administration with Linux and Windows environments.

  • Experience with monitoring systems (e.g., HP SiteScope, AppDynamics)

  • Solid scripting skills (e.g., shell scripts, DOS_batch, SQL, Perl, Ruby, Python, Java)

  • Solid networking knowledge (network layers, TCP/IP)

  • Experience with Web Middleware (e.g., WebSphere, WebMethods, Tomcat, Apache)

  • Knowledge in .NET, SSRS, SSIS


  • 1-3 years of experience in IT support and experience required; proven results using analytics to drive business decisions, ideally in a Finance role

  • Experience with ServiceNow and/or other Trouble Ticketing system(s)