Technical Support Analyst - Software - Digital

Technical Support Analyst - Digital Agency - 18 month contract.

Daily Paid Rate

General description:

A market leading digital agency, seek a Technical Support Analyst in Dublin, Ireland. This role will involve problem identification, analysis and resolution for my clients suite of applications as well as providing ongoing client training. A high level of customer service is required to ensure the continued performance of the applications and stability for my clients customers operations. Training on their suite of applications will be provided, however, it is expected that the successful applicant will possess the following key skills and experience. Tech requirements:

- Hands on experience with the following technologies: .NET, JavaScript & HTML is preferred
- Ability to analyse and troubleshoot software/technical issues at a T1&T2 level, and be able to provide detailed information on issues and errors for use by T3 personnel.
- Support installations of software products and services from a central location in Dublin, but dealing with business and system users in Germany and Italy (and communicating with my client based in Sydney, Australia).
- Undertake successful resolution of day to day problems and issues, escalating when appropriate to senior personnel.
- Provide regular progress reports on technical activities to management.
- Maintain and update technical configuration details, manuals, reporting and support log issues as required.
- Produce both verbal and written reports on activities at agreed intervals, and whenever substantive actions are required.
- Provide technical support for data interfacing requirements with third party systems, ensuring the software performs effectively.
- You must be able to demonstrate your knowledge of current and up to date technologies and be extremely comfortable in client facing situations.
- Previous experience with email campaign or marketing automation software.

Data Requirements:

- Experience as a data analyst or similar.
- Experience with SSIS and other ETL/Datamodelling tools.
- Experience in RFM Analytics
- Advanced SQL knowledge
- Experience with Data Visualization tools
- Previous experience in migrating queries into a live production environment.
- Extensive knowledge of video games or previous Retail analytics.
- Advanced Excel skills are essential
- Experience with Tableau a plus

Business requirements:

- Campaign effectiveness reporting and ability to present findings and make future recommendations.
- Proven experience within a day to day client facing environment, liaising with the client and resolving technical support issues.
- Experience with marketing/loyalty programs and/or Retail will be a plus
- Strong interpersonal and presentation skills with the ability to forge solid professional relationships across a diverse range of stakeholders.
- The ability to work under pressure and time constraints will be required.
- Ability to confidently perform ongoing training as required for our suite of applications.
- Ability to travel within EU, primarily Italy and Germany, as required.
- Work independently with minimal supervision, proactive in nature.

Interviews and pre-screening of successful candidates will take place over Skype with Nick Shepherd from ITCOM. If you feel this could be the next role for you, please contact Nick.