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Technical Support Analyst


Source:
TIMESJOBS.COM
Date:
23-11-2016
Job Code:
58306225
Categories:
  • IT
Applying for this job will take you to an external site
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Job Details

2+ years experience in the field of Application support, Deep Technical Support, Software technical support or relatedProven history in investigating, researching and resolving complex technical cases and issuesSolid experience in maintaining customer interaction and managing communication flowsExcellent troubleshooting skillsStrong hands-on experience with XMLDeep understanding and professional expertise working with front-end technologies, such as HTML/XHTML, CSS, JavaScript ResponsibilitiesTo provide and manage the resolution of all incoming incidents allocated to you through a professional, courteous liaison with both the customer and internal/external personnel.Record all incidents on the current incident logging application, ensuring that the current incident logging procedures are adhered to and that sufficient details are recorded to facilitate the resolution.Monitor incidents raised by Clients, Internal Staff and Solution Partners.Provide a reliable and responsive help facility, ensuring continuity and integrity of service.Provide a reliable and responsive service for the identification and escalation of technical problems following the resolution, escalation and communication procedures.Liaise closely with internal teams, e.g. QA and Development, to reproduce and resolve issues.To assist in the development and monitoring of current Help Desk processes and procedures, making recommendations for improvement where required. To assist in the production of weekly and monthly Help Desk managerial statistics.Assist in the development and continued monitoring of the published Service Level Agreements.Monitor and progress scheduled and periodic archive requests through to completion ensuing Clients are aware of progress.Skills and ExperienceDeep understanding and professional expertise working with front-end technologies, such as HTML/XHTML, CSS, JavaScriptAbility to work with development tools (i.e. Eclipse, XQuery) and code versioning and control systems, SVN/CVS preferredExperience working on a daily basis with at least 1 ticketing system; knowledge of JIRA will be an advantageVery good English languageAdvantages
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 2-6

Requirements

Application Programming | Graphic Designing/Animation/Web Designing | Software Engineer
Applying for this job will take you to an external site

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