Technical Support Analyst (Help Desk)Location: Dallas, TXOur client delivers market leading Service Management solutions that enable organizations to automate business processes and provide first class customer service.This is a first/second line support role so technical and customer facing all rolled into one. Although this is an office based role, it would be nice for this person from time to time be available for other activities (installation, training, on-site trouble shooting, web demo's of the products etc) so someone presentable, articulate and mobile, and would be willing to do the odd bit of traveling if required. Career progression could be into technical consulting or sales support (pre-sales).Duties and ResponsibilitiesThe role is to provide first-line and second-line technical supports, assisting our clients resolve problems with our products and solutions. Support provision will be via telephone, e-mail and other electronic systems and you will be working as part of our global technical support team.We are looking for an exciting, technically able self-starter with initiative and a desire to join us, who can take ownership of the role. The right candidate will excel in supporting our customers getting the very best from our software solutions. Full training, both formal and on-the-job will be provided on our products, technologies and systems. • Liaise with the UK Development and Product management team with regard to product specifications, product testing and bug resolution.• Work with the US presales, new business and operations team to ensure company success.Personal & Professional Skill Requirement• Bachelors degree in Computer Science or MIS preferred, or equivalent experience• Professional telephone and customer care etiquette and good communication skills absolutely essential.• Demonstrable analytical and problem solving skills in a software environment essential.Technical Skill Requirement• Comprehensive knowledge of Microsoft operating systems, PC's and Windows networking in a corporate environment.• Experience with any SQL databases and administration of the same (any one of Oracle, MS SQL, MySQL, etc)• Good knowledge of TCP/IP networking• Good understanding of web technologies essential, HTML, JavaScript, and either PHP or ASP/ASP.NET required.• Any other programming experience in an event driven forms environment advantageous.• Experience using Helpdesk / Service Desk software essential, previous experience supporting the same.• ERP support• ITIL certified is very desirableThe ideal candidate should have a minimum 2-3 years supporting some form of enterprise class software application.Ideal candidate will be high energy and open to wearing multiple hats.The chosen candidate must be open to spending their initial 3 months in the UK for training purposes.For the right candidate, this is an opportunity to join a successful, growing software company with real ambition and drive for growth and success. If you are looking to become part of a world-class software company and are looking for a genuine opportunity to make your mark within a stable and mature company with a growth mentality, then we would love to talk to you.If you are interested and qualified, please send a "Word" copy of your resume/CV and salary requirements to the address below. When applying, please indicate the job and the location in the subject line of your e-mail. If this position is not for you and you know of someone who might be interested, please forward this to them.Jericho HR Groupwww.jerichohr.com
Apply to this job