Technical Support Analyst

PN Consulting has an immediate need for a direct client requirement: Position: Technical Support Analyst Location: Remote Duration: 2-3 months of contract The Technical Support Engineer will provide level 3 technical support to Clinical and Non-Clinical groups using TeamSupport. This includes troubleshooting application issues, replicating issues in non-Production environments and working across multiple business units providing updates of open issues. This role will also set up, maintain, and resolve issues around sales demo environments (US and Canada) as well as training env when they go on AWS. This position requires a strong functional PM or Business Analyst type position (75%), but also good technical skills (MYSQL/Oracle/Unix). Essential Duties and Responsibilities Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform. Provide Tier 3 expertise on application related product issues Field incoming problem tickets from end users to resolve application issues, and assign to the appropriate development teams. Work internally with IT teams to make sure all demo sites/application are up to date and accessible. dd/remove/ change data from/in sales demo applications and TeamSupport as needed Update training materials and process documentation based on support dat Provide guidance (beyond initial training) to individual users to prep them for workflow demos Document all pertinent end user that is pertinent to the issue. Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Know when to escalate high priority issues. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. Coordinate with department heads any critical issues that require immediate attention. Participate in the design, development, and delivery of business applications training to the business users. Manage and/or provide guidance to junior members of the team. Qualifications Expected for Position t least 5 years of experience delivering support services to internal business end users in English speaking countries. t least 5 years of experience in working with internal IT teams. Experience working with ticketing tools and ticket queues. bility to explain complex technical concepts in Client language. bility to quickly come up to speed on end-user applications and support tools. Good written and Verbal communication in English. Experience communicating in writing with business users preferred. Responsible, diligent, polite, and patient. Capable of working under pressure and deliver based on tight deadlines. bility to communicate advance technical details to both technical and non-technical persons. bility to cover multiple, overlapping complex projects; well organized and adaptable to changing demands. Excellence in written and verbal communication Must be able to support others on the technical support team outside of standard working hours as required.