Support Analyst 2

Job Description

Greetings ! We are looking to scout a Support Analyst (IBM iSeries or AIX) to be associated with a global IT product company, based in Pune. Role: Support Analyst (IBM iSeries or AIX) Reporting: Manager Support Years of Exp 4 Years + Location: Pune Shift timings : 2.00 PM to 11.00 PM IST Qualification: B.E/B.Tech or equivalent Notice period: Immediate to 30 Days (if serving notice then LWD should be 45Days max) Skills: Excellent communication skills, verbal and written is a must. Support Analyst with IBM iSeries or AIX experience background. Any ticketing tool experience is a must (ServiceNow or JIRA or Zendesk). Experience in troubleshooting, configuring, production support etc. ROLE SNAPSHOT This position is responsible for providing world-class support to existing and potential customers. That includes responding to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Technical aptitude on the IBM Power platform, strong problem-solving abilities, and exceptional customer relationship skills is critical to success in this position. KEY DUTIES Provide triage support for products in the company portfolio to eliminate wait time and provide the best customer experience possible. Work independently to take ownership of each customer request and manage their expectations to ensure timely resolution. Listen to customer concerns to determine the source and various components of the issue. Collect and review system data; and analyze for known issues. Collaborate with team members on problem identification, analysis, and resolution. Act as a face of the company to customers and represent its products in a professional manner. Consult customers to facilitate changes for best practices. Work with management and team to inform them of customer issues requiring special attention. Act as a point of technical escalation for team members. Conduct product demonstrations with customers and assist in presenting in training sessions. BASIC QUALIFICATIONS Bachelors degree in a technical field is preferred. Equivalent work experience is considered. 4 years+ of previous software support experience required; proprietary software support experience preferred. Power IBM I or AIX knowledge in basic operations navigating jobs, subsystems, messages, etc. minimum of 1 year experience Basic knowledge of Windows and Linux operating system is welcomed Strong problem solving and communication skills (especially over the phone). Strong collaborator with ability to work within a team setting. Ability to work successfully with customers, to provide problem resolution and complete required documentation. Best Regards, Mappy Global Resources