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Technical Support Analyst

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Customer Support
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JOB SUMMARY:
Provides technical support to company customers, field engineers and technicians who are diagnosing, repairing and debugging complex electro/mechanical equipment, computer systems, complex software and networked or wireless systems. Isolates or fixes problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

DIMENSIONS:
Standard work environment
Travel required, may be domestic or international

JOB ACCOUNTABILITIES:
Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems. Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation.

May install application and troubleshoot failure of installations.

Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner.

Perform other duties as assigned.

MINIMUM JOB QUALIFICATIONS:
Bachelor’s degree or equivalent experience in product/customer support.
2 years of related experience.

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