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Dice is the leading career destination for tech experts at every stage of their careers. Our client, Cynosure Technologies LLC, is seeking the following. Apply via Dice today!
We are looking for a Production Support Analyst (Level 2) for one of my direct clients in Austin, TX, as a remote job. Please find below the job details and get back to me at your earliest convenience for a detailed discussion.
Job title: Production Support Analyst (Level 2)
Location: Austin, TX, (Remote job): Need local to Austin, Texas area
Duration: 12 months contract
Interview Process: Through Microsoft Teams
Description:
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.
Level Description
4 7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude are required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
Conduct training sessions for users, empowering them to effectively utilize our applications.
Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.
Ii. Skills And Qualifications
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.YearsRequired/PreferredExperience4RequiredExperience with help desk / service desk services.4RequiredExperience with help desk software (e.g. ticketing systems, knowledge bases).4Required(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)4Required(at least 2) High-level knowledge of information technology systems and best practices.4Required(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, and Visio)4Required(at least 2) Experience working with SharePoint Lists.4Required(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.4Required(at least 2) Experience with call handling.2PreferredExperience with Remedy / BMC Helix.
Production Support Analyst (Level 2) – Need locals to Austin, Texas area