Technical Support Analyst

We're looking for a TECH SUPPORT ANALYST to provide L1 support for our high-visibility client's corporate and commercial systems and applications globally, following documented support procedures to meet established service levels. Must be proficient with MS Office products, hardware/software system configuration and troubleshooting, including (but not limited to) Routers, Firewalls, Servers, and other network hardware.

OVERVIEW

- Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
- Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
- Liaison with L2 support groups in the resolution of incidents.
- Support project schedules and changes.
- Maintain technical skills through participation in ongoing training.
- Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
- May participate in the management of highly critical events that may have the potential of major financial and/or reputation impacts to the client.
- Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
- Resolve standard incidents within agreed timescales without escalation.
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues.

QUALIFICATIONS

- BS degree in Information Systems or CS or equivalent experience; typically requires a minimum of 5-7 years of experience preferably in financial services
- Bilingual skills (Spanish) beneficial
- (ITIL) Technical staff member with hardware/software system configuration and troubleshooting skills, ITIL V3 certification preferred
- Must be able to support Routers, Firewalls, Servers, and other network hardware
- Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility
- Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
- Sound judgment in determining priorities and enlisting support of others to prevent compromises to business or client service level agreements
- Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future
- MS Office Proficiency
- Windows or Unix Certifications preferred
- Financial background preferred

Duration of assignment through 02/23/2014 with possible extension.