Technical Support Analyst

Alongside the technical aspect, you are people-oriented, enjoy teamwork, happy to see others grow, and help team members in any way possible.

Position Summary

This position demands strong oral and written communication skills that are delivered via multiple channels, including phone and email.

The Technical Support Analyst drives client incidents resolution by having a solid understanding of different systems, applications, and support procedures.

Primary Responsibilities

The candidate should be highly-motivated and solution-driven. This position demands excellent time and priority management skills and the ability to handle several tasks simultaneously.

You will support the business to use IT systems and services effectively by providing advice, technical expertise, and coordination of suppliers to deliver IT outcomes.

You will be the primary person for the contact and inquires documented by the clients, which are the vital point of the company.

Requirements

  • Assisting business owners to support and improve the usage of the system.
  • Developing and influencing innovation ideas and projects.
  • Perform upfront/preliminary incident analysis to understand the impact, severity, and risk of the problem.
  • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions.
  • Understand customer requirements and level of adoption.
  • Research customer environment settings and configuration information quickly, from alternative perspectives.
  • Incident ownership from initial customer contact to resolution which includes supporting escalations if appropriate and providing customer updates.
  • Consistently model the highest levels of support, orientation, and professionalism.
  • Consistent communication about all of the above.

Experience

  • Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering.
  • Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications knowledge of necessary problem resolution and escalation practices.
  • Ability to provide appropriate level of support and guidance with Vigorous IT Solution applications and procedures.
  • Excellent Linux, Windows, network, and web browser troubleshooting skills.
  • Experience in handling difficult or sensitive situations.

How It Works?

Step 1

You apply online.

Step 2

We review the application.

Step 3

Follow up email from our side.

Step 4

If selected, we invite you for an online or in-office interview.

Step 5

Follow up email with the final decision.

Apply Now
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