Technical Support Analyst

November 22

Apply Now

Receive Emails with Similar Jobs

CSG

WebsiteLinkedInAll Job Openings

Business Support Solutions • Revenue Management • Customer Experience • Digital Transformation • Managed Services

5001 - 10000

Description

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment. • Maintain Linux, and Server Application software. • Provides technical support to Client Services people. • Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning of any application. • Analyzes business operations to determine opportunities to automate processes and functions. • Provides support to internal or external users where the product is highly technical or sophisticated in nature. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Supports customers per the details contained in the customer maintenance and support contracts • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Ensure compliance with SLAs and OLAs • Works in different business times and on-call 24 hours / 7 days. • Monitor performance using standard utilities. • Works within defined objectives using internal procedures • Able to work on own with minimum supervision • Performs work under general direction on routine tasks and detailed instruction on new assignments • Provides assistance to less experienced members of the team • Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product • Ad-hoc occasional travel to customer sites

Requirements

• Degree or Diploma in Information Technology; Computer Science, Engineering. • 3+ years of work experience in IT industry or related fields • Good Troubleshooting skills and analytical skills of any issue/error in logs. • Strong understanding of Linux systems and their architecture. • Ability to create and modify Bash/shell scripts for task automation. • Perform basic system administration, including user management and system configuration. • Good understanding and analytical skill of application flow and logs. • Experience in monitoring tools like Zabbix/Splunk. • Strong operating system skills; Solid understanding of the available system utilities and/or logs and the proper use and interpretation of the information to isolate errors, and apply/correlate findings to reported application issues. • Strong communication and interpersonal skills, particularly the ability to work seamlessly with other key technical and business team representatives throughout CSG. • Experience in Scrum workflow , Good understanding of Kanban/Jira story board. • Basic understanding of client requirements and any implementation • Experience in Ticket and queue management