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Our client from Biotechnology Industry is looking for a Senior Technology Analyst. The ideal candidate should leverage technology solutions to meet a company’s organizational needs. They gather feedback from end-users about system performance and troubleshoot any issues that may arise. They integrate multiple systems and reconcile different teams’ needs and plans and oversee projects including an upgrade.
Tasks
Provide end-user support, troubleshoot performance & network issues, support various software including in-house applications on the user’s machine;
Monitor and act on alerts related to servers/applications and escalate when required;
Provide support for production application services in client-facing environments;
Monitor security tools covering enterprise-wide systems and networks and take action or escalate based on established protocols;
Review of security tools consoles for specified alert types;
Handle all support requests and business continuity activities as per SLA to ensure flawless and quality delivery of services to end-users;
Work hand-in-hand with Application Development, Infrastructure and Implementation teams;
Diligently manage all service requests using issue/request tracking software;
Consult user guides, technical manuals and other documents to research and implement solutions;
Provide superior customer service;
Contribute to knowledge base used by all technical support analysts;
Participate in documenting new specifications or standards for in-house applications and software;
Actively participate in finding the best methods of information management;
Configure, maintain and support for both internal and external applications;
Carry out any administrative tasks required by the position;
Requirements
Bachelor’s / Master degree in computer science or related feild;
Experience supporting MS Office suite and tools (Word, Excel, PowerPoint and Outlook) in a networked PC environment with Windows & on Mobile devices;
Ability to analyze, diagnose, troubleshoot and repair various software problems including In-house Applications;
Installing, configuring & troubleshooting Windows 10 issues;
Knowledge of Active directory, Windows Server operating system, DNS, DHCP;
Troubleshooting VPN related issues;
Good to have experience on Windows servers, SQL database & Web applications;
Customer support experience with different global regions having English as the primary mode of communication;
Strong troubleshooting and problem-solving skills;
Strong written and verbal communication skills in English. A strong aptitude for investigation, analysis and problem solving;
Proven record of providing great client service with excellent communication skills (telephone etiquette, follow-up etc.);