Technical Support Analyst (Level 2)

[b]Our client based in Donegal requires Technical Support Analysts – Level 2 for their expanding business.[/b]
[b]Duties[/b]
-Applies knowledge/skills to complex activities
-Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
-Often acts as a technical resource to others in own function
-Anticipates customer needs and proactively identifies solutions
-Solves complex problems on own; proactively identifies new solutions to problems
-Plans, prioritizes, organizes and completes work to meet established objectives
-Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
-Follow all escalation procedures according to service level agreement
-Use remote control tool to assist end user when needed
-Provide an accurate record of each call in an incident management tracking tool
– Proficiency in Microsoft office products, Windows XP, Windows 7, Outlook, remote control tools, VPN, and Networking. Experience with documenting tickets in an incident tracking system

[i][b]In supporting existing and new international business, these roles will start work in the early afternoon GMT Monday through Friday.[/i][/b]

[b]Requirements:[/b]
– Education should include professional certification from one or more of the following: Microsoft / CompTIA / Cisco.

– 3+ years of experience with PC operating systems including and XP, Windows 7

– 2+ years of experience in a customer service role ideally with proven experience in development.of process and procedure.

– Experience working internationally with both customers and vendors

[b]Assets[/b]
– Information Technology Certifications
– Microsoft Certifications (MCSE)
– Call Center experience
– Second language