Technical Support Analyst

The Technical Support Analyst is responsible for providing point of contact support for iManage installations on behalf of Tiger Eye’s customers and support partners. The role involves triaging all support requests and working them through to resolution, as well as participating as an active member of the wider team.

This position will report into the Service Delivery Manager to deliver exceptional support to customers through phone, email and portal. This team member will be expected to lead by example, organize their own work and actively manage their knowledge and training requirements in conjunction with the Service Delivery Manager, in addition to helping with projects and training as needed.

Responsibilities:

• Work to create any relevant support material for the team.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Assist in the creation and implementation of knowledge materials and tools.
• Triage incoming IT support queries and incidents across all channels.
• Provide technical support for internal and external customers.
• Advise on and perform administrative and system management activities for customers as required.
• Be actively involved with the operational delivery and UAT (if required) for new projects and feature releases.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Evaluate and analyse iManage incident trends to prevent future issues. Review all technical support related processes and documentation for continuous improvement.

Skills and Experience:

• Excellent communicator, both oral and written.
• Strong problem solving and communication skills.
• Strong analytical skills to investigate and resolve customer support tickets.
• Able to multi-task efficiently under time pressure.
• At least 2 years’ experience in a frontline Technical Support role.
• Experience of working with the following;
  • Databases (MSSQL Server, Oracle, MySQL)
  • Web-Application Servers (Apache, IIS, Tomcat, XAMPP)
  • Web Server Technologies (HTML, CSS, JavaScript, JSP, PHP, XML, XSLT)
  • Exchange server (on-premise and/or Office 365)
  • Microsoft Office Suite (Word, Excel, Access and PowerPoint)
  • Programming Languages (VBA, Python, C#)
  • Windows Desktop Operating Systems and Windows Server Operating Systems (Server 2008-2016)
  • Hosted RDP solutions (Nutanix, Citrix, Microsoft RDS)
• Familiarity with Helpdesk CRM/Ticketing software

To apply please email your CV to Emily (our People and Culture Manager) via emilych@tigereyeconsulting.com.

Please note that we will respond to applications as we receive them.