Experienced IT Technical Support Analyst

Our client is a global provider of software solutions and services.

From their Bratislava office they manage the whole life cycle of one of their key global software solutions. Starting from ideas of improvement to requests & proposals and ending up with development and testing, their dynamic team of over 80 talented young professionals makes things happen. How would you feel, knowing that every day, tens of thousands people use something you helped to create?

They're looking for a new team member to their support team in Bratislava able to analyze more complex support cases (Tier 2/Tier 3) reported by their customers and also to provide consulting and solutions for IT issues and problems occurring in customers environment. Support is provided in English language to their 1st/2nd line contacts in various countries (at customer).

Responsibilities:
• Investigates, diagnoses and resolves Tickets that cannot be fixed at previous level.
• Understands the service level and execution according to the time-lines.
• Uses collaboration of 3rd party resources (consultants and development team etc.) for efficient Ticket resolution, particularly on critical incidents.
• Checks Tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
• Provides timely and accurate updates to Tickets to give visibility of their work to the end-users, management, SDs and other RGs.
• 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.

• pleasant, informal working environment
• young and dynamic team
• team building activities
• flexible working time (partially)
• laptop, tablet

Information technology, computer programming, web portals

International software house based in Bratislava, which successfully sells their products to companies around the world.