Technical Support Analyst

Main Objective:

Provides first-level support to clients in the U.S. Accepts and logs all support calls, provides first-level research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.

Roles & Responsibilities

These responsibilities include but are not limited to:

Training phase:

• Visits to the field during first months
• Spend time with the Customer Support Manager, to know the types of calls without answering the phone
• calls at the beginning.
• Check parameters, spot problems between site backups or database backups

After training completion:

• Respond to customer support inquiries & update the ticket tracking system
• Support by Telephone or out-of-town on-site support of software installation, and configuration, as well as
• network and application software support.
• Follow-up internally & externally

Winning Behaviors, Competencies, Skills

• Excellent written and verbal communication skills are a must. Highly efficient in reading and understanding
• specifications.
• Excellent time-management skills to meet promised schedules and attention to detail are a must.
• Strong work ethic and flexibility to work outside of normal business hours, as necessary
• Capable of working on multi-faceted engineering design projects of any magnitude while requiring minimum
• supervision.
• Team player and able to get along with co-workers
• Read and understand shop/mechanical drawings.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer
Spend Time Making Repetitive Motions

Qualifications & Requirements:

• Years of relevant experience: 0 - 2 years in related industry or field.
• Education preferred not required: 2-Year Degree Computer Science, Mechanical, Mechatronic, Electrical
• Must be able to work in a high-pressure environment
• Willingness to travel for up to 70% for first 2 years
• Willingness to work evening hours
• Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop knowledge, networks, and PC (Windows domain) architecture
• Experience with MS SQL Server is desirable
• Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly desired