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: For immediate consideration, please forward your cover letter and resume to . Back to Career Opportunities page. |