Technical Support Analyst
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Job Description
Technical Support Analyst providing Level 2 support to customers and ensuring operational continuity. Working with client requirements and leading testing efforts for new systems and technologies.
Responsibilities:
- Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
- Meets with clients or internal teams to gather and document business requirements and/or tasks.
- Primary contact point for client’s business interests and work toward resolution of issues.
- Assumes overall responsibility for defining a solution that matches client’s business needs.
- Develop and maintain documentation for all client and/or internal processes and procedures.
- Lead testing efforts for projects that introduce new systems and technologies into the contact center.
- Responsible for act as liaison with technical groups to ensure business needs are met fully with technological solution.
- Responsible for working with internal teams to determine production impact of process implementations.
- Ensure compliance with SLAs and OLAs
Requirements:
- Degree or Diploma in Information Technology, Computer Science or Engineering.
- Unix skills: Create & modify shell scripts, Basic system administration, Monitor performance using standard utilities
- Knowledge of SQL command is necessary
- Understand end-to-end systems and interfaces.
- Strong written/verbal communications and interpersonal skills.
- Ability to work independently and in a customer environment.
- Analyze solutions for customer requirements.
- Understanding of configuration and release management processes, procedures and practices.
- Ability to troubleshoot issues discovered in automated processes.
- Telecommunications experience would be an advantage.
- Experience in trouble ticket management.
- Linux experience.
- Certificates such as LPI would be a differential.
- Knowledge of SAP BO Reporting would be an advantage
- Oracle Discoverer would be an advantage
- Ability to read, write, speak and understand the English language in a business environment.
Benefits:
- Work from Home, in-office, or hybrid
- Employee Belonging Groups
- Healthcare: Dental, Medical
- Paid Vacation, Volunteer, and Holiday Time Off
- And so much more!
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