Support Analyst

We are looking for a Support Analyst that helps us to provide enterprise level assistance to our users. You will diagnose and troubleshoot software, hardware and firmware issues and user’s concerns related to our product. In this role, you will use Service Now, email and chat applications to give users quick answers to simple issues. For more complex problems that require detailed instruction, you will contact them via phone and/or provide clear, written instructions and manuals.

Daily tasks:

• Research and identify solutions to product issues.
• Validate, diagnose and troubleshoot issues reported by users.
• Ask users targeted questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Talk users through a series of actions, either via Service Now, phone, email or chat, until the ticket is closed.
• Properly escalate unresolved issues to appropriate internal teams (technical or deployment teams)
• Provide prompt and accurate feedback to users
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guides
• Maintain cordial relationships with users and stakeholders
• Gather and evaluate user feedback

• Background in Software and IT projects as Operations Support
• Knowledge of support procedures and handling global clients
• Port/terminal experience or background (Desirable)

Job skills

• Good oral and written communication and collaborations skills.

• Fluent in English (B2)
• Passionate about IoT technology and software engineering
• Analytical thinking and problem solving
• Creation and execution of Support Procedures
• Solve incidents raised by the application users in different terminals.
• Contact with users to understand the incidents they have with the application
• Understand the deployed projects in all the terminals where the solution has been deployed

Technical Skills

• Networks Experience. Demonstrable experience in Mikrotik Routers and RouterOS or similar, preferably MTCNA and MTCRE Certified. Others like MTCTCE, MTCWE will be a plus
• IoT skills including sensors, LP Access technologies like Bluetooth, Network and Telecommunications background, and Automation knowledge
• Experience in LTE and Wireless Technologies, mainly based on Mikrotik devices
• Experience on Azure and Virtual Machines
• Industrial networks and Electronic circuits
• Industrial protocols and automation knowledge (Siemens, ABB, Yaskawa, CanBUS 2.0B, J1939, Scada, OPC-UA)
• Knowledge of Service Now and its capabilities for incident and change management
• Business Intelligence tools like MicroStrategy, Power BI and Grafana
• Hands on knowledge of Programing languages like Java, Python, C++, C#, Node JS, PLC, RDBMS, MS SQL Server, HTML, WebServices (SOAP, API Rest), Spring framework, JPA

Soft skills

• Well-organized, timely, and persistent possessing empathy, personal tact, cultural understanding, and strong communication skills
• Strong candidates are proactive with strong multitasking and problem-solving skills
• Excellent verbal and written communication skills in English and Spanish
• Team player attitude and must have the ability to work together across boundaries and exchange as well as adapt skills
• Strong analytical and problem-solving skills
• Strong collaboration and communication skills within distributed project teams
• Documentation skills and creation of SOPs/Knowledge documents

Conflict management and Problem Tree method of performing root cause analysis