IT Analyst

Illinois  ‐ Onsite
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Description

Primary Objective of Position:
  • A primary focus of the position is to provide frontline 24x7 support of the client's Technology Enabled Solutions products.
  • Support services include investigating, troubleshooting, and diagnosing application problems followed up with restoration of service through corrective actions and permanent resolutions.
  • This includes the customer's software and on-board hardware, for a worldwide group of Technology customers.
  • Tier II support analysts are responsible for resolving a high percentage of support incident calls, and prompt escalation to Tier III support when a quick resolution cannot be obtained.
  • The other main purpose of this position is to act as the liaison between the client's implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change and support management processes are followed.
Key Responsibilities:
  • Key member of Customer Services team that provides Tier II service support.
  • Ensure documentation and understanding of newly deployed sites through coordination with implementation teams.
  • Communication with customers regarding status, problem troubleshooting, etc.
  • Management of service requests through problem resolution and/or escalation to Tier III support resources.
  • Track and report issues within the CPI (bug fix) process to assure proper resolution to ongoing issues.
  • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
  • Create and report product improvement ideas including functional enhancements and supportability improvements.
  • Generate reports documenting the status of support issues.
SKILLS:

Required Skills/Qualifications:
  • This position requires the ability to speak, read, and write in SPANISH and ENGLISH in support of a group of Latin American Spanish speaking customers
  • General information technology knowledge and ideally, its application to the client industry
  • Experience utilizing Oracle, TCP/IP Networking, Microsoft client and server platforms
  • Experience in providing first call technical support for enterprise applications preferable in the client industry
  • Experience in providing problem management and root cause analysis for complex applications
  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships;
  • Process focused with the ability to drive service and incident management process improvements;
  • Availability and desire to travel domestically and/or internationally on assignment
Desired Skills/Qualifications:
  • BS or greater in Computer Science, Electrical Engineering, Mechanical Engineering, Computer Engineering, or equivalent technical experience.
Start date
n.a
From
Synectics
Published at
09.07.2015
Project ID:
939847
Contract type
Freelance
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