Production Second Tier Support Analyst

Second Tier Production Support Analyst



General Qualifications

Degree Preference: Yes - BA or BS in Computer Tech field or equivalent work exp.

Certification Requirement: MCSE or MCP preferred; not required



Assignment

The candidate will be responsible for providing second tier support services to company business partners and employees in their use of web based internet enabled applications. Job function includes application and connectivity support of both custom applications and 3rd party utilities used for web enabled applications. Position requires 24/7 after hours on-call support with a rotating weekly schedule.



Primary Responsibilities

1) Execute incident management standard process steps upon notification of escalations from first tier support, application development teams, operational monitors and business project sponsors.

2) Perform web server admin diagnostic steps to identify source of the issue and then escalate to appropriate area (dba's, application development teams, etc). If the issues are limited to the client configuration then work with the customer to resolve.

3) Maintain communications with the customer and in the event of system wide outages provide incremental updates regarding root cause and estimated time to resolution.

4) Initiate and execute root cause analysis and problem management process steps. Coordinate the participation of resources from application development and IT operations when required.



Required General Skills

1) Secured site Internet application 2nd tier support experience.

2) Experience supporting remote customers via telephone.

3) Skilled in troubleshooting web based applications, internet connectivity issues and diagnosing issues with firewalls, proxy servers, and ISP providers.



Required Technical Skills

1) Analyst-Production Support - Intermediate with 4 year(s) experience.

2) Operations-Technical Support - Intermediate with 2 year(s) experience.



Preferred Technical Skills

1) Analyst-Business Application Support - Intermediate with 4 year(s) experience.

-2nd/3rd Tier support experience -Project management and application development methodologies knowledge

2) Operations-Technical Support - Intermediate with 2 year(s) experience.

-MCSE or MCP certification -Test management experience -Experience with web site statistical reporting packages -Experience with web site monitoring tools



***Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract/temporary, temp-to-hire, and direct assignments in the technical, IT, professional, clerical, and light industrial fields. With a complete benefits package, we are the employer of choice for thousands worldwide. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a team-driven Equal Opportunity Employer committed to workforce diversity. For more information, please visit our website at www.belcan.com ***





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