Information Technology Analyst

1 week ago


England, UK, United Kingdom Epicor Full time

Technical Application Specialist – Remote (UK)


The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software. Documents and escalates issues as necessary.


This is an opportunity for a dynamic individual who can demonstrate the aptitude to learn/build on existing skills. You will be a self-starter who possesses strong problem solving, analytical and communications skills, who can be a team player and working as part of a growing global team.


Duties & Responsibilities

  • Respond to client calls in a professional manner, providing solutions and advice where appropriate
  • Resolving incidents raised by external customers at 2nd Line and liaising with 3rd Line development for problem resolution
  • Ensuring Service Quality levels are maintained
  • Ensuring all issues are handled in a timely manner
  • Reviewing outstanding issues, ensuring clients are kept informed of progress.
  • Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions.
  • Fully documents and escalates if necessary.
  • Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
  • Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
  • Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
  • Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
  • Addresses concerns brought up by other departments such as customer experience or sales


Knowledge Skills and Abilities

  • A background or previous experience in 2nd line Application Support
  • Proven experience in supporting ERP applications with external customers
  • Familiarity with Windows operating system and Windows Server 2012 onwards
  • Experience in using SQL


Qualification

  • 3+ years applicable experience and demonstrated success/knowledge.
  • Industry knowledge/experience.


Good to Have

  • Database administration, installation and configuration experience Knowledge/experience Crystal Reporting


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