Technical Applications Level 2 Support Analyst

Location: Chesterfield, MO USA

• 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

• 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

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