Bastian Solutions is looking for a Support Analyst I to remotely support production environments globally, resolve issues, and minimize impact to production by troubleshooting software and hardware issues for in-house and 3rd party applications.
Requirements
- Ability to write and understand SQL Queries.
- Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle).
- Classroom experience with Databases OK
Responsibilities
- With guidance perform QA functions for any issue resolution from support calls.
- With guidance track and thoroughly document all customer issues in our ticketing system.
- As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
- Develop Reports using Crystal Management and SQL Server Reporting Services (SSRS).
- Create datasets to analyze and recreate issues reported by customers.
- Ability to look through database log files to troubleshoot software issues.
- Implement and improve remote monitoring tools for our customer's systems.
Other
- The ideal candidate for this position will have strong technical skills and a passion for troubleshooting.
- This is a customer facing position, so this individual must have strong communication and customer service skills.
- Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts and project managers.
- Facilitate positive proactive working relationships with customers and internal resources.
- Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
