The Technical Analyst is a customer advocate who has an experience using integration applications and
troubleshooting issues customers may experience when using such applications. The candidate should be well organized
and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a
team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the
candidate must have effective time management skills to push initiatives and results efficiently and effectively, while
also contributing to a proactive support model.
Primary Duties:
Provide real time resolution on a wide range of technical and non-technical customer issues
Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause
analysis, major incident management etc.
Good in documentation and should be able to write FAQs, artifacts and other knowledge management
documents
Perform development and enhancement activities based on customer requirements
On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
Willingness to learn new technology (primary and secondary skill)
Provide assistance and cover for other team members when required
Should be able to play a role of individual contributor by becoming a point of contact for customer
Qualifications/Experience:
1 - 4 years of customer support experience
Hands-on experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)
Good communication and interpersonal skills
Good analytical approach and problem solving skills
Practical experience of Windows Server, SQL Server, IIS, Unix/Linux and networking is a plus
Understanding of software development life cycle, source control and support tools
Ability to understand and enhance programming logic written in Java, XML, SQL, C/C++ etc.
ITIL v3 Foundation or above is a plus