Support Analyst

JOB DUTIES:

- Under general supervision, performs procedures necessary to ensure stability of firm wide infrastructure.
- Ensures adherence to necessary procedures.
- Provides assistance in resolving technology support issues on very complex systems.
- Conducts reviews and escalates issues when expertise has been exhausted.
- Manages major and minor incident tickets and fulfills service requests.
- Performs work that requires research and analysis.
- Provides support to other technologies to solve problems with technology.
- Studies and analyzes system needs, trains users, troubleshoots and provides QA review.
- Assists with deployment and maintenance of software products in both production and non-production environments.
- Provides technical support to live customers.
- Performs on-call duty, to assist customers with emergency issues.

SKILLS:

REQUIREMENTS:

- Bachelor's degree or higher in information technology or related.
- Minimum of 3 years working in app/dev environment.
- Strong first level support experience required.
- Requires technical knowledge and training.
- Technical skills in .Net, VB .NET, C#, ASP .NET, SQL, Visual Studio 2010 or 2012, Telerik.
- Proven analytical and problem-solving skills and very strong attention to detail.
- Maintaining and supporting applications using Microsoft .NET technologies.
- Experienced at partnering and consulting with internal customers.
- Strong written and verbal communication skills.
- Understanding and demonstrated ability to execute a defined major incident processes.
- Demonstrated ability to translate technical incident details into customer focused communications.
- Possess solid foundation in development skills with the ability to grow.
- Firm understanding of PC hardware, installing and configuring peripherals, components and drivers.
- Basic understanding of Networking.
- Preferred; good understanding of Windows Forms development using VB.NET or C#.
- Preferred; good understanding of both Front End UI design for Winforms, Webforms, or MVC as well as Back End enterprise Client Server experience, support maintenance releases, go-lives and troubleshooting calls.
- Preferred; experience/knowledge of installing, administering, supporting Internet Information Services (IIS) for web site deployment.