Technical Support Analyst

JOB DESCRIPTION

Application support (1st and 2nd level – thus stops just short of writing code) of the Postilion suite of software products which are developed in-house:
• Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
• Revision of technical documentation and specifications as part of troubleshooting process
• T-SQL scripting to query and update database contents
• Reading / interpretation of Java code as part of investigation
• Remote connection to customer systems using WebEx and similar technologies
• Spotting of trends across regions and client base and feeding back observations and assessment into Postilion’s management team
• Working with international customers across time zones
Incident management and tracking using call tracking system:
• Ensure SLA with customers is maintained
• Regularly update call tracking system to give transparency to customers and Postilion management
• Participate in focused team meetings to discuss outstanding issues
• Working with international customers across time zones
Basic account management:
• Building and maintaining strong relationships with Postilion’s corporate customers
• Provide support via superior written and spoken skills
• Negotiate patch / solution specifics and release dates with customers
• Negotiate patch / solution specifics and release dates internally with development and project teams
• Write detailed reports for customers and Postilion management
• Participation in conference calls with customer’s technical and managerial staff
Basic project management: Involvement in project related activities including
• Studying customer requirements and business model
• Recommending Postilion solution / enhancement / configuration based on customer requirements and business model
• Compiling implementation and test plans for upgrades / go-lives
• Compiling Disaster Recovery and fallback plans for upgrades / go-lives
• Coordinating Postilion’s project action points
Implementation: All implementation phase activities including
• Installation and configuration of software
• Unit testing and systems integration testing