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Technical Support Analyst

28 000 — 40 000 ₴   Залежить від досвіду та проходження співбесіди
LimTC
2 года назад
30 марта 2021
Киевул. Героев Сталинграда 26а

About LimTC © Limitless Technology Consultants LLC:


We're a leading Ukrainian outsourcing company that works with international companies on a long-term basis. LimTC can go from client pain point identification to solution roadmap, on to building out the solution, and then managing end-to-end operations. We can do all this while focusing on value creation and putting our skin-in-the-game as required to help our clients realize this value. We provide the extra hands, ideas, and processes so that you can continue focusing on your core competencies and growing your business.


Key Functions:


  • Analyze and assess log data using a variety of tools, with the intent of identifying the root cause of issues and proposing their resolution
  • Classify websites, applications, and other online material that users have sought to access
  • Maintain logs and tools that underpin the delivery of the filter, thereby protecting users
  • Field incoming problem tickets, providing technical support to teams within the organization, and to external clients when required
  • Document actions taken within the ticketed query system and ensure requests, issues and resolutions are kept up to date
  • Record problem-solving processes, including all successful and unsuccessful steps taken, through to final resolution
  • Analyze issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes
  • Communicate application problems and issues to key stakeholders, including management and development team members
  • Test fixes and performs post-resolution follow-up to ensure problems have been adequately resolved
  • Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed solutions
  • Interact with clients from time-to-time in order to scope out the problem


Required Experience/Characteristics:


  • A bachelor’s degree in an IT-related field or equivalent amount of experience and/or training
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
  • Experience providing application support services to defined SLAs
  • Experience with Business Intelligence (BI) tools such as Power BI, Tableaux (Essential)
  • Highly self-motivated, self-directed, professional and reliable
  • Able to absorb new ideas and concepts quickly
  • Ability to approach support issues analytically, as well as understand and solve problems efficiently
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to present ideas in business-friendly and user-friendly language
  • Very strong customer service orientation
  • Excellent written, oral, interpersonal, and presentational skills
  • Experience working in a team-oriented, collaborative environment
  • Proven ability to generate SQL type queries and define and run scenarios is desirable
  • System configuration and technical knowledge is essential
  • Salesforce experience is a desirable


Working hours


  • Working Mon- Fri 8:00-17:00. /  10:00 - 19:00


Benefits:


  • Working in an environment with native English speakers
  • Great office location: Walking distance from Metro Minskaya
  • Ukrainian Holiday coverage
  • 18 paid vacation days
  • Step-stone into the IT technologies space
  • Growing project and company with the ability to contribute to the core and apply creativity
  • Amazing and talented people and personal approach on all levels!

Rozumniuk Olga