Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
About the role
- Technical Support Engineer managing customer technical issues and providing RSA solutions. Assisting with identity and access management for RSA’s enterprise clients globally.
Responsibilities
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
- Participates in and leads conference calls with customers
- Knows their audience and articulate accordingly
- Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
- Validates technical information and issues early warning and disseminates information as needed
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Works toward becoming subject matter expert in a particular area or areas
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
- Mentors and/or coaches less experienced TSEs
- Helps develop and participate in presentations and informal training for other TSEs
- Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues
- Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills
Requirements
- 2+ years of relevant experience
- Excellent customer communication and handling skills
- Excellent interpersonal skills
- Excellent problem solving & logical thinking
- Ability to work under pressure
- Ability to work within a Team
- Flexibility in handling business needs
- Self-motivated and self-learner
- Ability to work on rotational shift basis
- Excellent knowledge of information and network security fundamentals
- SQL Language knowledge
- Active Directory Administration Fundamentals
- Hands-on knowledge of Linux, Network protocols and Web-based applications
- API or SDK troubleshooting and/or administration is a huge plus
- Storage Technologies troubleshooting and/or administration is a huge plus
- Hardware troubleshooting and/or administration is a huge plus
- CISSP, CEH, OSSP or similar security certification is a plus
Benefits
- 24x7x365 organization requiring shift work
- Flexible work arrangements
- Training and professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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