At Bi3 Solutions we are always looking to expand our team and capabilities with senior people that come from diverse backgrounds and can demonstrate broad industry experience.

If you are interested in joining our dynamic team send us an e-mail with your resume at jobs@bi3solutions.com

Technical Support Analyst

Job Summary:

We are seeking a Technical Support Analyst to research, document and resolve technical software installation and configuration issues. This position will also support the Bi3 infrastructure and provide development support to our solutions development team.

Responsibilities:

Responsibilities of the Technical Support Analyst are:

• Respond to technical support calls/email/internet requests meeting required service levels
• Provide clear, concise, accurate and frequent communications to clients regarding their technical support issues
• Research and recreate technical issues
• Propose workarounds and alternative solutions
• Test and document final problem resolutions
• Maintain a knowledgebase to log all reported technical issues and resolution
• As needed, escalate issues to 3rd parties and Senior Management
• Perform on-site problem resolution or product installation
• Contribute to the improvement of software products and services
• Communicate software update and service packs to clients
• Maintain and improve the Bi3 technical infrastructure
• Assist the product and client solution development teams

Required Skills and Experience:

• A minimum of 2 years technical software support experience
• Expertise and knowledge of both Windows and Unix/Linux technical environments
• General understanding of networking, web programming, web services, database (e.g. Oracle, SQL Server), SQL and scripting technologies (e.g. Visual Basic)
• Previous experience with Business Intelligence tools (e.g. Cognos, Business Objects, Hyperion) and/or ERP systems
• Attention to detail in handling and tracking technical issues
• Strong verbal and written communication skills, articulate and good at managing customer expectations
• Ability to handle multiple technical issues in an organized and competent manner

Qualifications:

Candidates must have a Bachelor's degree in Information Systems, related field, or equivalent experience to include a minimum of 2 years IT experience.

Other Requirements:

• Some travel may be required.

posted by Bi3 Solutions on Wednesday, October 18, 2006