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IT Technical Support Engineer - SIS

Nelnet Burleson, TX

Job Description

  • IT Technical Support Engineer - SIS

    Job Locations US-TX-Burleson | US-NE-Lincoln | US-Remote
    Posted Date 3 weeks ago(1/11/2019 9:14 AM)
    Job ID
    # of Openings


The Technical Support Engineer for RenWeb works with active clients, providing technical support and troubleshooting and custom development for RenWeb proprietary applications and databases.  In providing, third-level support, this position works in conjunction with a variety of departments throughout Operations, including Product Managers, Customer Support, Developers, etc. to provide outstanding technical service to client schools.


  1. Solves application support cases through effective troubleshooting of complex problems with transactions, record history and log info.
  2. Collaborates with Product, Customer Support, Infrastructure and all other teams involved in regular activities, making improvements/updates to existing applications and reports.
  3. Collaborates with clients to determine best solution to achieve their goals (complex custom work development).
  4. Develops new integration solutions for clients, in most efficient/effective manner, given software tools available.
  5. Proactively resolves issues by identifying potential problems and implementing solutions and prevention methods.
  6. Serves as a primary resource for Account Managers.
  7. Responds to issues reported by automated systems, even before the customer realizes there is a problem.
  8. Works within structured repository deployment environment.
  9. Mastery of all major RenWeb operations including:
    1. Report Cards and Transcripts
    2. Standard and Custom œMaintenance Manager jobs
    3. Standard and Custom Reports
    4. Experience with RenWeb Database structure
  10. Stays up-to-date with all the latest technologies employed by the RenWeb platform products and the underlying technologies and share this knowledge with other support engineers.
  11. Manages personal pipeline making adjustments to assignment as needed.
  12. Recognizes and escalates critical issues to management, including the Sales, Customer Support and Engineering teams.
  13. Performs issue intake via phone, email, IM and system alerts.
  14. Communicates when additional resources are needed to handle support workload.
  15. Listens, comprehends and communicates on the fly.



College graduate in related field (4-year degree preferred) or equivalent experience.



  1. RenWeb School Management Software experience desired.
  2. 2+ years of technical experience with web applications.
  3. Extensive experience in examining, investigating and solving dynamic problems.
  4. Experience working issues/cases at all technical levels.
  5. Systems administration background a plus.



  1. Proficient in JavaScript, SQL, HTML, & CSS.  Coldfusion experience is a plus. C# knowledge is desirable.
  2. Ability to multi-task and resolve complex problems under higher pressure and stressful situations while prioritizing both time and projects, and working independently.
  3. Skilled in data analysis and interpretation.
  4. Ability to think œout-of-the-box and develop creative solutions.
  5. Ability to remain productive under conditions where interruptions are prevalent.
  6. PC/Windows Proficiency.
  7. Strong record in collaborating with other teams, showing initiative, peer development and personal dependability.
  8. Demonstrated ability to build and maintain strong relationships with customers while providing excellent customer support.
  9. Exceptional oral and written communication skills.
  10. Highly self-motivated and independent.
  11. Excellent troubleshooting skills.
  12. Flexibility to cover extended hours on a rotating basis.

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

Nelnet is a Drug Free and Tobacco Free Workplace.


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Job Details

Date Posted March 14, 2019
Date Closes April 13, 2019
Requisition 2019-7627
Located In Burleson, TX
SOC Category 00-0000.00