Sr. Technical Support Analyst

About the Company;  Namtek Corp. Bedford, NH

We're expanding our team of creative application developers to help us build our product and scale up our systems to support a rapidly growing business. Our team is very collaborative, working directly with QA and our stakeholders at all stages of the development process.

About the Job

In this role, you will be primarily responsible for the application of systems analysis techniques and procedures, including consulting with users to diagnose and troubleshoot issues with the customer’s production system. You will also participate in the design, documentation, testing, and creation or modification of computer programs based on and related to user or system design specifications. You will also complete technical projects including SQL and network issues, root cause analysis, VM Ware, security, and similar escalated challenges.

You will regularly communicate with customers, troubleshoot and resolve problems and/or inquires received by the Technical Support Help Desk/Contact Center. You will provide a high level of support for customers, developing solutions and coordinating efforts of other technical support staff as well as escalating issues when necessary. You will provide technical guidance to Technical Support Analysts and you may consult with other vendors to mutually agree upon the best approach to resolving issues.

Requirements

•2-3 years previous customer service experience troubleshooting software applications required

•2-4 year degree in related field or equivalent combination of experience and education

•Well-developed oral and written communication skills, specifically customer service oriented. 

•Highly developed analytical and problem solving skills. 

•Prior experience in computer and data/voice network terminology and practices.  Working knowledge in the following areas required:

     o SQL Express

     o SQL    

     o Windows OS

     o Various VPN solutions

•Potential occasional travel required to assist clients “on site” with maintenance support and training.

*Namtek is an equal opportunity employer