Tier 2 Support Analyst
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Tier 2 Support Analyst

Job Description


General Accountabilities:

  • End user production support of the functional issues
  • User provisioning, outage alerts and user communication
  • Creating/maintaining support documentation
  • Executing sanity test on post-implementation product

Specific Accountabilities:

  • Acknowledges, updates and resolves incidents in the company’s incident management and tracking tool
  • Investigates and diagnoses incidents
  • Provides caller an estimated time for resolution within ticket handling SLA timeframes
  • Monitors assigned incidents and prioritizes accordingly
  • Reviews all open, in-work, and pending incidents within ticket handling SLAs
  • Provides incident resolution and recovery
  • Communicates with caller regarding status of incident
  • Updates knowledge base entries; creates and maintains systems Frequently Asked Questions and Answers (FAQ) and procedures to effectively reply to users queries
  • Determines escalation if unable to resolve
  • Works closely with Tier 1 team as well as Tier 3 project teams
  • Identifies misrouted tickets and re-assigns them appropriately; if correct assignment is not known, makes note in the ticket and assigns it to the correct regional/operational service desk for re-assignment
  • Outstanding customer service focus
  • Strong problem solving and analytical skills
  • Excellent written and verbal communication skills
  • Good knowledge of software development life cycle
  • Must be familiar with WEB based apps behavior
  • Ability to work in a fast-paced, dynamic environment with changing priorities
  • Previous Tier2 experience preferably in the brokerage industry is an asset
  • Solid knowledge of Excel an asset
  • College diploma in Computer Science/ Customer Support or related area or 2 years of equivalent experience in financial/brokerage industry end user support.

Job Snapshot

Employment Type Contractor
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 650371
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Tier 2 Support Analyst


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