IT Analyst III

Primary Objective of Position:

• 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.

• 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 <25%

To know more about this position, please contact: