Wednesday, August 29, 2007

Technical Analyst in NEW YORK, NY

Wednesday, August 29, 2007
Provides first and second level technical support to our user community. Second Level includes, but is not limited to troubleshooting and problem solving, technical training, onsite and remote support; R&D

Primary Responsibilities
• Answer, evaluate and prioritize client technical inquiries and problems
• Interface with both technical and non-technical client users to collect information about said problems or inquiries and lead users through diagnostic procedures for the purpose of resolution.
• Log and track incidents via a management database; maintain history records and related problem documentation.
• Consult with product development and other technical teams to explain software errors

Secondary Responsibilities
• Act as a technical consultant to Product Development, Customer Solutions Center and Account Management teams
• Be involved in the research and testing of new features on software releases ( proprietary and third party)
• Provide second level technical support for internal users

Primary Working Relationships
• Product Technical Support team and will interact with same on a daily basis
• Customer Solutions Center via problem escalation
• Client IT re: problem resolutions and special projects
• IS Team
Experience: • 2-3 year practical experience
• Strong hardware and Networking Skills
• Microsoft OS (server and desktop); Novell expertise a plus
• Gateway Expertise: TN3270, SNA a plus
• SQL Admin or Citrix Admin knowledge a plus
• Demonstrate the ability to handle more complex tasks and projects e.g. Client Server Installations
• Able to support MAC
• MCSE a plus
• Base level knowledge re: routing, TCPIP
• Project management skills
• Communication Skills; written and verbal
• Presentation skills

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