Epiq Systems jobs - Technical Support Analyst

Job Description

Position Overview

The Technical Support Analyst provides second level support for internal users and self-service customers. The analyst will assume ownership of support cases assigned by the Global Support team and will follow through until the issue has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the candidate will be expected to use available material resources and/or consult with product development team to advance the resolution of the issue in a timely manner. Advanced troubleshooting knowledge and good problem-solving skills are required for this position. While the support responsibilities described above will take up a better portion of the candidate’s time, in addition, the Analyst may participate in the Quality Assurance testing activities for the product.

Job Responsibilities

• Provides product support to internal users and self-service clients
• Works closely with Level-1 support, software engineers, business analysts, and quality assurance analysts to triage reported software issues
• Works closely with the DevOps team whenever an issue is related to server infrastructure.
• Analyzes application logs and investigates root cause for reported issues
• Builds database queries to investigate data related issues
• Keeps the stakeholders informed and documents the periodic status in the ticket/case until resolution
• Builds and maintains a knowledgebase of known issues and resolutions or workarounds
  

Qualifications And Skills

• Working knowledge of bug/incident tracking systems such as Service Now and Azure DevOps (Formerly VSTS)
• Experience in database analysis with the ability to read, write and execute basic SQL queries
• Experience with cloud-based platforms such as AWS or Azure preferred
• Good communication skills (Verbal and Written)
• 2-6 years’ experience in either Software Engineering, Quality Assurance, DevOps or a related field
• Ability to understand software development terminology and concepts
• Ability to multi-task and work separate issues in a fast paced & dynamic company environment
• Demonstrated ability to work independently with limited direction or as part of a team
• High energy, proactive and approachable personality who enjoys solving diverse problems
• Proven problem-solving abilities and creative thinking
• B.Tech/B.E/B.Sc degree in Computer Science or related engineering streams
• Flexibility to work in shifts
  

Leadership Competencies

Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.

Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!