IT Technical Support Analyst with Networking and partial US hours

AFS Technologies (AFS) is a global provider of software solutions and services (http://www.afsi.com/). How would you feel, knowing that every day, tens of thousands people use something you helped to create?

We're looking for a new team member to our support team for global operations to analyze more complex support cases (Tier 2/Tier 3) reported by our customers and also to provide consulting and solutions for IT issues and problems occurring in customers environment.

Responsibilities
• Investigates, diagnoses and resolves Tickets that cannot be fixed at previous level.
• Install new instances of our software
• Understands the service level and execution according to the time-lines.
• Checks Tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
• Provides clear justifications and a summary of analysis prior to reassignments.
• Ensures that all resolutions are clearly documented and classification is correct.
• Performs sufficient testing to ensure that the recovery action is complete and that the service has been fully restored to the end-user.
• Identifies valid candidates for Problem Management, ticket session, customer feedback.
• Provides information to Team leader on the issues he faces while resolving the tickets.
• You will use email (75 %) chat (20 %) and phone (5 %)

Requirements
• Windows Server 2012 and higher administration including installing and configuring IIS, SSL certificates, file sharing, file permissions, Windows services, user account administration
• Networking (TCP/IP, DNS &Troubleshooting connection issues)
• Basic database administration and SQL language
• Customer orientation and ability to adapt/respond to different types of characters
• Good communication skills
• Fluent English (spoken and written)
• Ability to multi-task, prioritize, and manage time effectively
• Customer support experience is an advantage
• Knowledge of scripting languages (Powershell, batch) is advantage
• Partial work in US hours

• Food coupons fully repaid (4€)
• Annual bonus
• Teambulding events
• Education (trainings, courses)
• Sport events
• Jubilee gift (wedding, child birth)
• Employee appreciation for long-term cooperation

We only reply to candidates chosen for the interview.