Technical Applications Level 2 Support Analyst

Location: Chesterfield, MO USA

Responsibilities:
  • Application helpdesk during customer service hours 8:30am – 5:00pm, Monday through Friday, with occasional off-hours support requests
    • Handle initial contact and validate End User entitlement to support services
    • Create an incident or case record
    • Provide user assistance for standard and common tasks
    • Identification of solution or workaround for known or common problems
    • For new problems provide:
      • Detailed problem analysis and isolation for new problems
      • Problem resolution or workaround (operational, configuration and/or patch)
      • Escalate to Level 3 Support if required including 3rd party manufacturers and developers
    • Assist customer with the installation of software applications
    • Coordinate training and conduct software training sessions
    • Recommend other applications for solving other challenges customer may have
    • Provide timely, accurate, understandable, and professional responses to customers and other technical analysts
  • Provide technical assistance to team members
  • Assist in the development and testing of new software releases and practices
  • Identify and report areas of improvement in software to development for consideration
  • Assist internal desktop and network support
  • Perform project management functions as needed
 
Background & Expertise:
  • 3+ years in Technical Service environment
  • Application support, installations and upgrades experience
  • Working knowledge of collaboration technologies architecture, components and interfaces
  • Experience in administration and configuration of one or more collaboration tools (including Webex by Cisco and/or Microsoft Teams) and/or VoIP voice network platforms (such as Cisco Unified Communications Manager or Unify OpenScape Voice)
  • Working knowledge of TCP/IP and LAN/WAN infrastructure
  • Experience and working knowledge of PC computer hardware, client and server operating systems and application configuration and administration
  • Proficient with MS Office suite (Word, Excel, PowerPoint, Exchange, IE, Outlook) and Visio
  • Good project management, planning, data gathering skills
  • Strong deductive reasoning, analytical, and problem solving skills
  • Excellent writing and oral communication skills

 

  The Ideal Candidate:

  • Works in an independent and self-directed manner
  • Attends to detail and focuses on accuracy and completeness
  • Works effectively with rapid prototype development methodologies
  • Is a team player
  • Plans to deliver and delivers to plan
  • Has an excellent work ethic   
  • Works effectively and efficiently under pressure within deadlines
 
For immediate consideration, please forward your cover letter and resume to .

 

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