Product Support Analyst - Tier 1

11 Jan 2018
09 Feb 2018
Contract Type
Full Time
Our company provides world-class IT Service Management solutions to 1700+ clients from different industries in 40+ countries with 98% of customer satisfaction. As we are growing rapidly, we are always seeking top talent to drive our continued growth.
Your contributions as Tier 1 Product Support Analyst – both big and small – will be valued, recognized, and rewarded at every step along our exciting journey. Are you ready to join our outstanding team?

Role and Responsibilities:
• Working as part of the Customer Support Team, receiving inquiries, problems, incidents and requests from our customer/partners via telephone, e-mail and self-service portal
• Logging the above Incidents/Requests via our ITSM application providing accurate resolution as required
• Documenting resolutions in our Knowledge system
• Providing effective Incident management via assigning correct prioritization, updates, escalation and resolution to ensure Service Level Agreements are met
• Liaising with team, accessing available knowledge articles, online articles and previously logged incidents to provide appropriate resolution
• Conducting initial troubleshooting/investigation and update Incidents with relevant findings to aid in resolution if escalated to a senior technician

Education: Technical degree or equivalent
Certification: ITIL Foundation V3 (highly desirable), Microsoft Technology Associate (nice to have)

Your experience:
• Experienced with multiple application support environments
• IT Infrastructure Library (ITIL)
• 2 + years of relevant Service Desk experience
• Strong understanding of relational databases and ability to troubleshoot (tuning/indexing)
• Strong analytical, process-oriented, evaluative and problem-solving abilities
• Excellent customer service and communication skills
• Ability to understand and resolve complex technical issues
• Intermediate knowledge of Windows Operating Systems and MS office suite
• Intermediate knowledge of IIS installation and configuration
• Working knowledge of server virtualization/VM Ware
• Working knowledge of network admin: Active Directory, LDAP, VPN, Proxies, TCP/IP, HTTP, SMS, MOM
• Familiarity with Network Diagnostics (Ping, Wireshark, Netstat or other)
• Demonstrated ability to quickly learn new technology
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