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IT Technical Support Engineer - PaymentSpring

Nelnet Lincoln, NE

Job Description

  • IT Technical Support Engineer - PaymentSpring

    Job Locations US-NE-Lincoln | US-NE-Omaha
    Posted Date 2 weeks ago(6/21/2018 3:44 PM)
    Job ID
    # of Openings
    Information Technology


The PaymentSpring Technical Support Engineer works with internal and external clients, providing technical support and troubleshooting for PaymentSpring platforms, databases, and applications.  Provides guidance, assistance, coordination, monitoring, and follow-up on requests, questions, problems, and malfunctions.  This position works in conjunction with a variety of departments throughout PaymentSpring and Nelnet in order to provide outstanding technical service to our Merchants, VAR's, ISO's and other customers.


  1. Interprets, evaluates, resolves and tests internal/external client inquiries or issues regarding the functional operation of application hardware and software. 
  2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem.
  3. Solve application support cases through effective troubleshooting.
  4. Serves as a liaison between other technical staff, management, users, and vendors regarding incident requests, service requests, usage, standards, security, and other technical matters.
  5. Alerts clients and team members in a timely manner when a major problem is suspected.
  6. Monitor system performance and react to outage alarms and process failures 24x7.
  7. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
  8. Proactively respond or resolve issues by identifying potential problems and implementing solutions and prevention methods.
  9. Translate technical details into business relevant language.
  10. Recognize and escalate critical issues to management.
  11. Perform incident and request intake via phone, email, IM and system alerts.
  12. Multi-task and resolve complex problems under stressful situations.
  13. Create knowledgebase articles and technical notes for use by other technicians.



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



  1. 2+ years high-level technical support experience.
  2. 2+ years technical experience with web applications
  3. Extensive experience in examining, investigating and solving problems.
  4. Experience working issues/cases at various technical levels.
  5. Systems administration background a plus.



  1. Strong communication and interpersonal skills with technical and non-technical clients.
  2. Excellent troubleshooting skills.
  3. Well-organized with the ability to multi-task and work with minimal supervision.
  4. Comfortable interacting with other teams and departments.
  5. Flexibility to cover extended hours on a rotating basis.
  6. Ability to manage demanding workloads
  7. Demonstrated ability to build and maintain strong relationships with customers while providing excellent customer support.
  8. Ability to think œout-of-the-box and develop creative solutions.
  9. Understanding of programming principles (does not need to be programmer).
  10. Knowledge of batch processing and transmissions management.
  11. Working knowledge of data processing, hardware platforms, and enterprise software applications
  12. Payments industry knowledge
  13. Experience with IT Service Management tools such as ChangeGear or ServiceNow.
  14. Experience with monitoring and performance diagnostic tools such as SolarWinds and Splunk.
  15. Knowledge of Linux operating system architecture.
  16. Good technical skills with Java technology stack (Tomcat, Apache, JVM, etc.)
  17. Familiarity with SQL and executing queries.

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 27, 2019
Date Closes April 26, 2019
Requisition 2018-6620
Located In Lincoln, NE
SOC Category 00-0000.00