Raymond James Support Analyst III in Boston, Massachusetts
Under administrative directions, uses specialized knowledge in information technology and skills obtained through experience, specialized training, or certification to resolve complex support problems and escalated issues. Identify trends and interface with vendors to resolve hardware or software issues. Lead and\or participate in projects of large scope and complexity requiring cross-functional coordination. Serve as a technical advisor to team members and other departments. Provide guidance to perform varied work that is complex in character requiring evaluation, originality, and ingenuity to make complex decisions. Resolve or recommend solutions to complex problems. Extensive contact with customers and vendors is required to identify, research, and resolve problems.
Essential Duties and Responsibilities:
Install, troubleshoot and solve complex escalated problems on a wide variety of commercial and proprietary software via telephone and on-site support.
Troubleshoot and solve complex escalated problems with network connectivity involving local and wide area networks.
Provide solutions on complex problem resolutions to support team.
Assist in the creation, testing, and installation of corporate standard images.
Use software to remote control end user computers to resolve problems.
Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.
Provide detailed documentation in the call tracking system.
Communicate technical information to others.
Stay abreast of, and comply with, company and department policies and procedures.
Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development area.
Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
Document product problems and their resolutions in a solutions database for future analyst reference.
Test new product releases and\or enhancements.
Maintain department websites.
Lead the work of others and provide training in commercial and proprietary software, provide guidance on company and department policies and procedures, facilitate workflow between departments, and lead assigned project tasks.
Coach and mentor other support analysts.
Assign tasks to support analysts, track and report progress, monitor key success indicators and report adverse trends to management.
Monitor the call system group queues for incremented, escalated and expiring calls and take appropriate action.
Create, maintain, and train on support documentation.
Prepare written and oral presentations on software, product enhancements, and assigned projects.
Stay abreast of technology developments, identify potential impact to the existing technology environment, and disseminate information to appropriate entities.
Identify trends in problem reports, as well as research and provide our clients best practice recommendations.
Analyze workload and support procedures to identify process improvements that can reduce client turnaround time and analyst support time and effort.
Meet with Product Managers to assess improvements in support of the clients.
Monitor ongoing support incidents to ensure that other analysts follow documented troubleshooting procedures.
Assist management in identifying training opportunities, as well as create, implement and lead training plans.
Attend conferences and home office training events as assigned.
Perform other duties and responsibilities as assigned.
Educational/Previous Experience Requirements:
Bachelor's Degree in Computer Science, MIS or related field and four (4) years experience in a help desk or other technical support environment.
An equivalent combination of education, training and/or experience.
Knowledge, Skills, and Abilities:
Advanced Knowledge of:
Concepts, practices, and procedures used in supporting computer hardware and software.
Computer hardware and software, peripheral equipment and diagnostic methods, techniques and procedures.
Procedures used in operating computers and peripheral equipment.
Hardware and software troubleshooting.
Software installation and removal.
Computer maintenance and antivirus removal.
System functions and physical components.
Operating systems, resources and services.
Computer Backup and restoration procedures.
Data networks and protocols.
Networking, mainframes, standard operating systems and personal computer applications.
Network architecture, back-office systems and proprietary software.
Creating installation packages and scripting to automate tasks.
Financial industry concepts and security products.
Experience with ServiceNow strongly Preferred.
Analyzing and solving technical problems.
Operating personal computers, peripheral equipment, telecommunication devices, and other standard office equipment.
Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.
Using software to remote control end-user computers.
Using spy ware removal applications to eradicate spy ware and malware.
Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.
Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.
Project management tools.
Reviewing research data and preparing technical documentation and reports.
Establish and maintain effective working relationships.
Report to multiple people within the Information Technology organization.
Handle stressful situations and provide a high level of customer service in a calm and professional manner.
Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner.
Work well and support others in a team approach to problem solving as well as work independently when required.
Communicate effectively, both orally and in writing, with all organizational levels.
Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.
Read, interpret and apply information from technical manuals and other materials.
Research and acquire knowledge of developing Information Technology trends and emerging technologies.
Pay close attention to detail, sufficient to complete tasks accurately and efficiently.
Provide a high level of customer service and maintain a positive attitude at all times in dealing with our clients.
Lead the work of others and provide technical training.
Coach and mentor others.
Prepare and deliver product demonstrations and conduct training presentations to large groups of people.
Apply server administration and maintenance functions.
Motivate others to use proper operational procedures.
Title: Support Analyst III
Requisition ID: 1801271