Position Details

TECHNICAL SUPPORT ANALYST

Technical Support Analyst
Direct Hire
Salary is DOE; target is ~65-75k
San Diego, CA 92101 (Downtown, parking is free)

Required
Technical Support / Help Desk experience with strong communication and customer support skills (experience with phone based support)
Strong Linux Support skills
Understanding of networking protocols at a technical level, including but not limited to DNS, routing
Experience with or interested in Windows, MySQL/SQL Server, and Apache/Tomcat and IIS
Flexible on shift time (alternating with team; 6am-3pm and 8am-5pm)
Comfortable with on-call (fairly light support volume, on call 1 week every 3 weeks)

Desired
Windows Sever Support
MySQL and/or SQL Server
Apache, Tomcat, and/or IIS
Scripting (Shell or other language such as Perl or Python)
Experience with triage / helpdesk processes
Network/System Security
Knowledge of cloud based computing (i.e. Amazon AWS, Rackspace)
Knowledge of various coding languages a plus (XML, Java, .NET)

Soft Skills
Strong interpersonal skills as well as superior communication skills
Analytical with methodical troubleshooting
Knack for understanding complex IT solutions, and underlying architecture
Fast learner and able to work independently with minimum guidance
Excellent time management and multi-tasking skills

Responsibilities
Maintains strong working knowledge of our products
Improves internal service delivery and support processes, and promotes knowledge sharing in the team by contributing to the knowledge base
Providing Level II and III application, clinical, and hardware support to customer sites
o Triaging support requests per priority level with prompt responses
o Tracking incidents in Salesforce Ticketing System with detailed descriptions and supporting documentation
o Update client(s) on all issues and requests, while documenting resolution
Collaborates with the HW & SW Engineering organization to analyze, troubleshoot, reproduce, and resolve complex customer-reported problems
Demonstrates considerable judgment in selecting methods and techniques for obtaining solutions
Develops comprehensive and reusable solutions for future incidents
Participate in on-call after hours support rotation (required)

Company / Opportunity
Cutting edge, wireless, location based, healthcare technology company
Wide breadth of projects with some great technical challenges
Small Team, heavy sense of ownership, lots of access to executive team
Strong growth potential
Privately Held
Stable and Growing
Smaller Company, current head count is a little less than 100
Standard benefits


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