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Technical Support Analyst 2nd Line

Cyclad Sp. z o.o.

Katowice, śląskie

Cyclad Sp. z o.o.

Technical Support Analyst 2nd Line

Od: Cyclad Sp. z o.o.
Miejsce pracy: Katowice

Rodzaj pracy: Pełny etat

Rodzaj umowy: Na czas nieokreślony

Ilość wakatów: 1

Minimalne doświadczenie: Od 3 do 5 lat

Wykształcenie: Wyższe licencjackie

Branża: Praca IT - Konsulting

Cyclad Sp. z o.o.

Job specification:

  • Monitor proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues
  • Monitor event processes, message queues and workflow processing software involving web
  • Enter new trouble tickets, escalate existing tickets and keep users informed of status
  • Ensure documentation of tickets as they are created are up to the standard of Technology Solutions Center
  • Keep procedures and troubleshooting links and tools up to date
  • Create site availability reports for customer SLAs and KPIs
  • Assist other IT departments with projects as time permits
  • Troubleshoot, manage and resolve production systems, platforms and processes
  • Identify network, system and service issues separately from software source code errors
  • Utilize check lists, uptime report, and event root cause investigation as necessary
  • Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues
  • Support all custom product/processes and software
  • Communicate with internal users, Technical Client Advocates and technical support concerning case status, prioritization, and resolution plans
  • Ensure software problems are effectively managed and communicated to resolution
  • Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service)
  • Establish a close working relationship across multiple departments

Requirements:

  • Minimum of 4 years’ experience in technical or application support roles
  • Familiarity with product / technologies / troubleshooting preferred
  • Must have previous experience in general technology support (hardware, software, diagnostic process)
  • SQL experience strongly preferred
  • Fluent English
  • Ability to work different shifts (24/7)

We offer:

  • Challenging work in a dynamic international environment and great potential for development
  • Cooperation and possibility to exchange knowledge with a team of professionals from global company
  • Several benefits like private medical care, paid lunch break, bonus plans, events and social funds

Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
Cyclad Sp. z o.o.

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