TECHNICAL SUPPORT ANALYST
Technical Support AnalystDirect 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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