Second Level Support Analyst for FX. Responsible for technical support in providing rapid issue resolution, senior level. Overall direction is provided by the manager. Day to day decisions will be based on coordinated activities within the team and or required by and other personnel involved with system deployments.
The ideal candidate must possess excellent written and verbal communication skills. Must produce job related documentation in the form of reports. This position is very visible to the customer and must maintain a high level of professionalism.
• Supports external customers as well as Trapeze staff with problem tracking and resolution
• Work to close or escalate cases in a timely manner
• Documentation of issues and resolutions
• Writing product service bulletins, white papers, procedures
• Maintain a centralized Knowledge Base and related reporting
• Coordinates testing assets as needed for support
• Liaison to Development Engineering and System Integration Test for issue resolution
• Available for remote support after hours in an on-call rotation (compensated)
• Up to 10% Travel
• Bachelor degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. (5 yrs experience)
• Knowledge of Trapeze applications (specifically FX) is preferred but not required.
• Advanced knowledge of MS Windows 2000 / XP and Server 2003 / 2008
• SQL Server and/or ORACLE database experience.
• Proficiency with MS Office applications.
• Excellent troubleshooting skills
• Proficiency with networking concepts and computer hardware
• Positive attitude
Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.Apply for this job