MicroStrategy Application support engineer

Experience : 4-8 years of relevant experience in L1, L2 and L3 technical support for MicroStrategy Administration and Development with a strong customer interaction experience. Responsibilities: Plan, perform, and manage medium to high complexity production support tasks and activities that require subject matter knowledge regarding general application and infrastructure support (e.g., incident, change, problem management, controls, monitoring production processing) and ITIL framework Works on planning and execution of change, problem, incidents, production processes, controls and service requests. Escalates unresolved issues to proper personnel. Provides end-user support, which may include providing systems administration assistance, coordinating stakeholder discussions, updating user documentation or conducting training. Communicate clearly with cross teams in the project (E.g. Functional/Development/Testing). Manage customer expectations regarding estimated response times for issue resolution. Resolving the issues through Phone, chat and email communication channels. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations. Extensively research and document customer technical issues. Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Technical Support team members on various strategic projects when needed Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team. Perform automation, optimization and continuous improvements to reduce incident count. Required Skills and Experience: Experience in MicroStrategy Administration involving : User Access, permissions, privileges User Licensing Metadata Intelligence server ODBC connections Project status/security Project View System monitoring Cube/Subscription Monitoring. SQL knowledge. Experience in MicroStrategy reporting, Cubes etc. Good team player and a quick learner. Excellent written and verbal communication skills. Excellent problem solving and analytical skills. Ability to troubleshoot issues and find solutions. Good organization and communication skills. Strong aptitude for attention to details. Knowledge of collaboration tools (e.g. outlook, browsers, SharePoint, Office Suite, Teams, Zoom, Jira, Service Now). Experience with general application and infrastructure support (incident, change, problem management, controls, monitoring production processing), ITIL framework, industry delivery and support standards and processes, knowledge management systems, contract metrics and SLAs and ITSM tools. Experience with application support and business operations in consumer and retail industry. Qualification Assessment Nice to Have Should have excellent verbal communication skills