IT Analyst III

Primary Objective of Position

• Key member of Customer Services team that provides Tier II service support.
• Ensure documentation and understanding of newly deployed sites through coordination with implementation teams.
• Communication with customers regarding status, problem troubleshooting, etc.
• Management of service requests through problem resolution and/or escalation to Tier III support resources.
• Track and report issues within the CPI (bug fix) process to assure proper resolution to ongoing issues.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Create and report product improvement ideas including functional enhancements and supportability improvements.
• Generate reports documenting the status of support issues.
• This position requires the ability to speak, read, and write in SPANISH and ENGLISH in support of a group of Latin American Spanish speaking customers
• BS or greater in Computer Science, Electrical Engineering, Mechanical Engineering, Computer Engineering, or equivalent technical experience.
• General information technology knowledge and, ideally, its application to the mining client industry
• Experience utilizing TCP/IP networking, MS client and server platforms
• Experience in providing first call technical support for enterprise applications preferable in the mining client industry
• Experience in providing problem management and root cause analysis for complex applications
• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships
• Process focused with the ability to drive service and incident management process improvement
• Availability and desire to travel domestically and/or internationally on assignment <25%

To know more about this position, please contact

Cris Cesar

cris.cesar@collabera. com

314-815-5411