Technical Support Analyst-Second Shift

Boston, MA | Perm

Post Date: 05/16/2018 Job ID: 226309 Industry: IT

Technical Support Analyst/ NOC Analyst
  • As Technical Support Analyst/NOC Analyst your primary role will be the monitoring a Software-as-a-Service platform, but you also serve as a trouble-shooter, customer advocate, trainer, and creative problem solver within our organization.
  • You'll support not only the platform, but our mobile applications and hardware, serving as a point of escalation to our call center group.This is a second shift position.

Key Responsibilities:
  • Monitor the production platform and assisting the Application Management team in troubleshooting issues
  • Respond to known issues and preventing/resolving downtime and degradations in a prompt and efficient manner
  • Document customer information and recurring technical issues to support product quality programs and product development
  • Respond to customer issues via telephone, CRM, or email
  • Resolve partner or reseller concerns raised during installation, operation, maintenance or product application or compatibility matters
  • Display interpersonal skills, technical product knowledge and expertise on our products and services.
  • Troubleshoot problems and recommend corrective action
  • Work with product management, engineering, and development teams to find root causes and resolutions, and to improve our products
  • Administer backups and backup infrastructure and monitor for failures or other issues
  • Handle O/S and other patching
  • Diploma/University: B.S. degree in Computer Science or related field or equivalent experience
  • Years of professional experienced required: 1+ years relevant experience
  • Specific areas of experience or expertise:
  • Working knowledge of smart phones
  • Working knowledge of PC’ s and MAC products
  • Basic network understanding
  • Background in troubleshooting in a support capacity
  • Working knowledge of Microsoft and MAC OS for configuration
  • Experience in support of a SaaS platform or in a NOC environment a plus
  • Understanding/experience in the credit card industry a plus

Duration: Permanent



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