Job Description
Second Level Analyst (Ericsson)-361992
Description
Job Description:
. Diagnosing and resolving software problems or conflicts
· Evaluating software programs and making suggestions for their improvement.
· Customizing software or hardware
· Answering technical questions
· Answer technical escalations from users, in order to resolve specific problems
· Use automated diagnostic programs to solve problems
· Write training manuals and/or train users in proper use of hardware and software
· Identify recurrent problems and help users resolve them
· Suggest improvements and upgrades to hardware and software
· Modify commercial programs and customize them for internal needs
· Perform Quality Control evaluations
· Coach the L1 agents
· Contribute to Knowledge base technical solutions.
· Accept queries (via a telephone Huntgroup \ verbal \ CMS), from Level I analysts within the Service Desk
· Central escalation point for Technical Service Desk Level I Analysts
· Periodically perform Task List Management checks
· Provides Level I Analysts with feedback on call maintenance, customer updates, troubleshooting steps
· Aid knowledge transfer within the Group
· Submit articles to Service Desk Management for approval
· Identifies training needs and occasionally provides workshops / troubleshooting - documentation for Service Desk Analysts
· Attend weekly Service Desk team meetings
· Remain well versed in Service Desk policies, procedures, standards and documentation
Qualifications
Qualifications:
· Bachelor's or undergraduate degree in Computer Science, Information Systems,
Electrical Engineering or equivalent experience are preferred
Electrical Engineering or equivalent experience are preferred
· Certifications such as A+, MCSE, CNE, MSP, Cisco, UNIX, or similar certifications would be preferred.
· Must posses a minimum of 3+ years previous Tech Support experience.
· Must posses excellent experience with various computer peripherals and applications.
· Must possess very strong problem solving and resolution experience.
· Must be very customer oriented and focused on meeting the customer's needs.
· Must have excellent English verbal and written communication skills.
· Experience in telephone and/or hands-on application, desktop, network and/or database support of both internal and external customers
· Experience in installation and configuration of PCs, servers, hardware, software, etc. Certification or Knowledge in the following products: Microsoft Office 97/2000/2002/3, Microsoft Outlook, Microsoft Publisher, Windows 95/98/2000/ME/XPsp2, Microsoft NT, Microsoft Exchange, Lotus Notes 6.5.4, Lotus Domino, Networking, TCPIP, VISIO, MS Project, Adobe Acrobat 7, Photoshop, Macromedia Flash/shockwave player 10, Symantec antivirus 2007, Sygate personal firewall 4.2, Sonic record now, power DVD, RIM Blackberry
· Desirable experience in project and resources management
· Strong Consulting skills
· Leadership qualities: Strong experience as Team Lead would be a plus, Integrity, attention to detail, timeline sensitive, goal oriented, motivator, Analytical Troubleshooting, Ability to analyze and solve problems, Sound decision making skills, Team Player, Self disciplined, Adaptability, Commitment to quality
