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12 days old

TECHNICAL SUPPORT ANALYST

Kelly Services
Princeton, NJ 08544
**BH: 3466032**


***** DIRECT-HIRE ***** **NO Corp-to-Corp** ***** 100% PERMANENT-REMOTE *****


**Our Client is expanding and currently seeks a**


**TECHNICAL SUPPORT ANALYST**


**(PHONE SUPPORT)**


**_for a 12+ month assignment with possible extensions!!_**


**_***NOTE*** If your experience is not in this area of specialty, please refrain from sending your resume._**


**LOCATION: East Coast (100% PERMANENT-REMOTE)**


**Leverage your WINDOWS LINUX - CUSTOMER SUPPORT skills**


**to help take your career with our Client to**


**the "Next Level" for 2021 and beyond!**


Our Client is seeking a Technical Support Analyst to become part of their post-sales technical support team.


You will be responsible for providing support and technical assistance to customers, international distributors, field service and sales personnel. Services provided include remote troubleshooting and diagnostic services. Heavy phone support and screen sharing.


**Responsibilities:**


Managing many support tickets at a time


Managing customer communication to ensure positive customer experience


Deescalating issues with customers to drive problems in a productive direction


Driving problem tickets to closure in a timely manner


Partnering with other support teams to collaborate on driving customer issues to resolution


Leveraging documentation and team members to drive problems to resolution


Translating product team developer explanations on inquiries into customer facing communications


Harvesting problem resolutions for adding to a knowledgebase


Providing feedback to development teams on the software products


Providing feedback on support processes for continuous improvement


After-hours and On Call Responsibilities


Scope of work encompasses multiple components, or a complex component, of a software product or solution


Solves complex software engineering problems within the company. Uses judgment within defined policies and practices


Ensures design and code development incorporates latest technologies and maximizes resources


Makes recommendations on priorities, design changes, improvements, and problem resolution


Defines, recommends, and implements software alternatives and solutions which will achieve a high level of efficiency and customer satisfaction


Advises other professionals on complex software product issues related to own discipline


Leads professional teams and significant project planning activities in a timely and cost effective manner


Accountable for completion of team or departmental results and activities and or projects involving multi-functional teams on or ahead of schedule while achieving or improving cost and quality objectives


Decisions have a direct and significant effect on project/team objectives and directly impact customer satisfaction, cost, quality and expense


Provides on-going technical guidance and leadership for software development projects within the team or functional area


Thoroughly understands and effectively executes existing software development processes and procedures and develops new approaches as appropriate


Actively participates in defining and deciding upon objectives which support the changing business needs


Contributes to development of organizational goals


Ensures accurate and thorough documentation is maintained for the project


Assumes additional responsibilities as assigned



**Skills:**


Excellent communication skills


Highly motivated and self-driven


Advanced troubleshooting skills


Experience with Linux, AIX and Windows operating systems


Understanding of virtualized environments


Understanding of file share protocols (NFS, Samba etc.)


Experience with protocol analysis relating to HTTP/S, TCP, SSL, certificates, etc.


Understanding of RESTful web services


Understanding of PDF and printing protocols


Understanding of relational databases


Experience with browser developer tools


Familiar with AWS


Experience with troubleshooting problems on public cloud


Experience diagnosing and isolating problems in customer environments


Experienced in performing performance analysis on systems


Familiar with Agile software development practices


Experience with ServiceNow


Has professional and in-depth knowledge of software development, system/product design, and integration; typically acquired via significant professional experience.


**Educational Qualifications:**


A 4 year degree **mandatory**


**Shift:** _8 hr. day shift and ability to work an on-call rotation and occasional overtime._


**Important information:**


+ **There is no per diem with this position**

+ **There is no relocation budgeted for this position. If this position requires you to relocate you will be responsible for those costs.**

+ **MUST be able to work without sponsorship or VISA transfer for this position.**


**Why Kelly** **** **?**


By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-04-28 Expires: 2021-06-03

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TECHNICAL SUPPORT ANALYST

Kelly Services
Princeton, NJ 08544

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