IT Analyst III

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance. Job Description Key member of Customer Services team that provides Tier II service support. Ensure documentation and understanding of newly deployed sites through coordination with implementation teams. Communication with customers regarding status, problem troubleshooting, etc. Management of service requests through problem resolution and/or escalation to Tier III support resources. Track and report issues within the CPI (bug fix) process to assure proper resolution to ongoing issues. Create and maintain a support environment that facilitates issue diagnostics and customer connectivity. Create and report product improvement ideas including functional enhancements and supportability improvements. Generate reports documenting the status of support issues. Qualifications This position requires the ability to speak, read, and write in SPANISH and ENGLISH in support of a group of Latin American Spanish speaking customers BS or greater in Computer Science, Electrical Engineering, Mechanical Engineering, Computer Engineering, or equivalent technical experience. General information technology knowledge and, ideally, its application to the mining client industry Experience utilizing TCP/IP networking,MS client and server platforms Experience in providing first call technical support for enterprise applications preferable in the mining client industry Experience in providing problem management and root cause analysis for complex applications Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships Process focused with the ability to drive service and incident management process improvement Availability and desire to travel domestically and/or internationally on assignment Additional Information To know more about this position, please contact: #J-18808-Ljbffr