Technical Support Analyst

>>>Technical Support Analyst
Technical Support Analyst 2017-01-30T16:22:23+00:00

Position Description

Codeware is seeking a full-time Technical Support Analyst to provide web-based, phone and email support to domestic and international Codeware clients. The primary duty of this position is the installation, configuration and break-fix support of Codeware’s Windows-based software products.

Codeware provides a competitive salary and benefits package to all full-time employees.

Position Responsibilities

  • Researches and resolves the most difficult and complex issues

  • Assists clients in the installation and configuration of Codeware’s software products

  • Logs the history and resolution of all client interactions in ticketing system

  • Analyzes and identifies trends in issue reporting and devises preventive solutions

  • Creates product documentation and publishes self-help articles (knowledge base)

  • Maintains up-to-date knowledge of Codeware’s software, related third-party hardware security key technology as well as related technologies (MS Windows, Networks, etc.)

  • Identifies & documents issues in bug tracker and works with the Development Team to resolve

  • Assists with pre-release software testing as required

Position Requirements

Skills/Qualifications
  • Minimum three years helpdesk experience

  • BS in computer related field or equivalent work experience

  • Microsoft Certified Systems Engineer (MCSE)

  • CompTIA A+, CompTIA Network+ certifications

  • Excellent skills resolving software/driver issues in Microsoft Windows OS (Desktop and Server)

  • Established history of supporting networked PCs in LAN/WAN configurations including TCP/IP, NAT, DNS, routing, Domain/Enterprise environments, etc.

  • Familiarity with Remote Support tools, e.g.Webex Support Center, Citrix GotoAssist

  • Track record of writing technical documentation

  • Basic knowledge of programming/scripting languages, e.g. HTML, JavaScript, Python, Perl, C#

  • Prior CMS/CRM experience a plus, e.g. Salesforce (preferred), Parature, Service Desk, ZenDesk

Characteristics
  • Customer service minded and detail oriented

  • Excellent troubleshooting and problem solving skills

  • Ability to communicate instructions in a clear and concise manner

  • Comfortable multitasking in fast paced environment

  • Able to work independently as well as part of a dynamic team

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