IoT Application Support Analyst

Job Summary:

Application support analyst to oversee the installation and maintenance of IoT (internet of things) software applications in order to streamline business operations. Including optimizing IoT Edge and Cloud software application performance and performing debugging procedures.

You will provide support to the first line support and engineers and development teams with application support issues and closely monitor key systems reacting to incidents in a pro-active manner.

Key Responsibilities:

• Maintain front end bespoke platform
• Create and maintain functional documentation
• Conduct and document application testing
• Identification and replication of software problems and where appropriate, provide an interim solution to the problem.
• Provide support via ticketing system, email and phone
• To provide training and support to our internal staff and distributors
• Liaising with third party companies to fulfil business requirements
• Investigating and diagnosing system faults and errors
• Provide support to customers concerning the configuration and operation of products.
• Assist with testing of new software releases.
• Maintenance and update of customer problems following a software release.
• Maintain and improve knowledge of software.
• Reporting of progress of ongoing activities to the Support Manager.
• Communication of known faults and their work around to other members of the Support Implementation team.
• Recommendation to the Manager of improvements to the support operation.
• Administration of data tariffs (edge sim devices)
• Customer account maintenance (cloud portal)
• Coordination with IoT development team for improvements

Working Calendar:

India and UK business hours, Occasional Weekend / Holiday support

Essential Skills:

• 4+ years of Proven experience as an Application support analyst
• 3+ years of providing customer support via ticketing system, email and phone meeting agreed KPIs
• 2+ years of experience in trouble shooting, installing and updating remote connectivity software
• Excellent written and verbal communication skills

Key Competencies:

• Proficient in English Language
• Attention to detail and problem solving skills
• Strong organizational skills with the ability to multi-task
• The ability to relay technical information to non-technical users and elicit clients needs
• Customer service skills
• The ability to work independently but also as a part of a team
• A proactive attitude
• Ability to work to deadlines and give realistic estimates
• Willingness to learn.

Qualifications:

• BTech in Computer Science/ Electronics and Communication or equivalent
• 4 - 6 years of relevant industry experience