Support Analyst 2

In Cyclad we work with a top international IT services provider in order to boost their potential in delivering outstanding, cutting edge technologies that shape the world of the future. Currently, for our business partner, we are searching for Support Analyst 2. The person on this position will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth product knowledge. His/ her responsibility will be also facilitating the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal. This is a great opportunity to work in an international organization and gain valuable experience.

Project information:

• Industry: IT
• Location: Katowice, city center
• Remuneration: 5500 - 7000 (employment contract)
• Project language: English
• Project length: 3 months + indefinite

Responsibilities:

• Monitor proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues
• Monitor event processes, message queues and workflow processing software involving web
• Enter new trouble tickets, escalate existing tickets and keep users informed of status
• Ensure documentation of tickets as they are created are up to the standards
• Keep procedures and troubleshooting links and tools up to date
• Assist other IT departments with projects as time permits
• Troubleshoot, manage and resolve production systems, platforms and processes
• Identify network, system and service issues separately from software source code errors
• Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues
• Support all custom product/processes and software
• Communicate with internal users, Technical Client Advocates and Technical support concerning case status, prioritization, and resolution plans
• Ensure software problems are effectively managed and communicated to resolution
• Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service)
• Establish a close working relationship across multiple departments

Requirements:

• Minimum of 3 years' experience in technical or application support roles
• Familiarity with product / technologies / troubleshooting preferred
• Must have previous experience in general technology support (hardware, software, diagnostic process)
• English min. B2
• SQL experience strongly preferred
• Customer oriented attitude

Our client offers:

• Competitive salary range
• Good working atmosphere in a harmonious team
• Private medical care
• Multisport card
• Lunch card
• Internal and external training program