Technical Analyst at incadea GmbH

Requirements

◼ Well-founded IT education or equal qualification

◼ A minimum of 3 years of professional experience in software development, IT administration and operation or administrating complex software cloud environments ◼ Proven practical experience with Client-Server systems as well as with web technologies

◼ Good level of technology know-how and practical experience with software development lifecycles, ideally involving modern cloud technologies and cloud services ◼ Knowledge of Microsoft Azure or similar cloud platform providers and services, working with security certificates and system authentication methods

◼ Experience with ERP platforms, especially Microsoft Dynamics NAV/D365 Business Central is a benefit

◼ Ability to solve complex tasks

◼ Flexibility to adapt to shifting priorities with ease

◼ Solution orientation, strong organizing and keeping track ability

◼ Abstract thinking and analytical ability to decompose complex problems

◼ Ability to work very independently and constructively in a team

◼ Sound spoken and written English

Scope of Work

◼ Researches and troubleshoots the software and IT system (or the affected component) to diagnose the problem cause and to resolve the customers issues

◼ Queries customer facing teams / customer targeted questions to collect & clarify all required details to understand customer issues

◼ Performs all required pre-analysis and coordinates development team involvement

◼ Takes ownership to drive and coordinate all activities required for the issue resolution and advises involved customer facing, Cloud Operations or other teams

◼ Writes and delivers technical problem reports

◼ Identifies documentation gaps and provides qualified feedback including all required details to the responsible teams

◼ Documents technical knowledge in form of knowledgebase articles; advises or corrects instructions, FAQs, troubleshooting guides, check lists or others to ensure the problem/issue resolution experience is documented for easy reuse

◼ Detects common issues and reports these accordingly

◼ Rules out or detects software bugs

◼ Handles support communications professionally and efficiently with Service Level Agreements in mind

◼ Liaises with and trains First and/or Second Level Support, partners and third parties around the world

◼ Escalates critical/major issues appropriately and in a timely manner

◼ Liaises with the Development team and ensures resolution of issues within Key Performance Indicator thresholds

◼ Provides end-to-end service testing in accordance with detailed procedures