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21.05.2020
★★★★★ Application Support Analyst, Си Екс Джи ООД  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време; Езици: Английски
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Application Support Analyst

The primary function of the Application support analyst is root-cause analysis of reported issues and the identification of related fixes, workarounds, and long-term solutions in conjuction with the development team. To provide effective and high quality technical support to clients and users of all applications developed in-house.




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If you have:

  • Experience in SQL, with preference to PL/SQL and Oracle databases.
  • Ability to gather data from an SQL Database in efficient manner using SELECT, JOIN, COUNT, AGGREGATE, etc. 5
  • Previous experience as an Application Support, Technical Support Analyst or QA (will be considered as a plus.)
  • Able to write scripts for safely updating, inserting, or deleting information from an Oracle DB
  • Understanding of common log searching techniques (Splunk, grep, tail, etc.) 5
  • 1+ years of working experience in the IT industry.
  • Ability to speak, write, and read in English without much difficulty

You might fit the position.

But if you also are:

  • Organized – Able to keep track of an environment with many different workflows across heterogeneous systems.
  • Detail-Oriented – Able to identify relevant information out of a broad expanse of available documentation and logging.
  • Knowledgeable – Familiar with a broad set of IT concepts (applications stack, networking, storage, security) yet not necessarily a master of all of them.
  • Responsible – taking ownership and responsibility of their work.

Then we’re pretty sure you’re the perfect fit for us.

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Some of the responsibilities you'll have:

  • Meet the OLA targets set by the business for customer impacting tickets
    • Ensures customer satisfaction through meeting established OLAs, prioritizing and tracking customer issues through to resolution.
  • Act as a L2 support engineer and demonstrate:
    • Efficient handling of problem solving requests, created through the internal issue tracking system.
    • Ability to use SIEM tools such as Splunk and/or track data through raw logs (tail/grep).
    • Knowledge of the applications and infrastructure and know how to utilize tools to investigate problems reported in each.
    • Efficient problem investigations for client-facing support teams for document processing and file transfer software.
  • Improvement-wise:
    • Spot patterns in repeating tickets and suggest improvements.
    • Design and implement innovative measures for reducing escalations.
    • Be aware of the potential impacts in making cost effective recommendations.
  • Demonstrate high-sense of responsibility and accountability.
  • Be security savvy.
  • Be able to work with cross-functional teams in different geographical locations and time-zones.
  • Act as point of contact for management.
  • Facilitate the documentation of all existing and future support processes, standards, and library material for reference by own and other departments.
  • Acquire and maintain knowledge of relevant products and support methods to provide technically accurate solutions to customers in plain English.
  • Work autonomously with minimal supervision.

Why should you apply:

  • Opportunity to practice and further improve your foreign language skills;
  • Competitive salary;
  • Stimulating bonuses;
  • Real career opportunity;
  • Professional training;
  • Working hours on rotation on a monthly basis (10:00-19:00 12:00-21:00 15:00-00:00 )
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