Investigating and resolving problems that arise with our software at a 1st level
Investigating and determining issues not concerning Vista such as hardware malfunctions, OS problems, and network connectivity that arise at a 1st level
Using SQL Server and SQL statements to assist with problem solving
Escalating problems with the proper parties when it cannot be easily resolved during 1st level troubleshooting
this includes opening support tickets with 2nd level support with all necessary logs and supporting information
Requirements
Strong client-facing skills
Solid task management and understanding of assigned priorities
Excellent written and verbal communication skills and excellent command of the English language
Bachelor’s degree in an IT or Computer Science related field or minimum 1 year experience in a hands-on IT role (support analyst, software or similar)