Support Analyst

Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program. We currently have a new and exciting opening for qualified Support Analyst to join our successful client for an onsite position in Atlanta, GA. This is a full-time position.Under the direct supervision of the IT Service Operations Manager, the store Support Analyst is responsible for assisting in overseeing third level technical support services provided to users of Client s Point of Sale Applications, Payment Solutions, Central Systems, and related interfaces. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential.Responsibilities:Operational

• Collaborates with first- and second-level Information Technology support organizations, external vendors, and business unit teams to resolve critical or more complex problems in a timely manner.
• Provides on- call consultation as needed.
• Facilitates training, support and guidance to Field End-Users and Outsourced Help Desk partners by ensuring development and distribution of documentation within both areas.
• Help drive technical support projects and participates on cross-functional systems development project teams as needed.
• Monitors status of open trouble tickets to ensure that service level agreements and timelines are being met and follows up with vendor management as needed.
• Ensures that retail system and application problems and resolutions are logged, monitored, and tracked through Service Now.
• Mentors, coaches, and helps with training lower support tiers.
• Resolves a wide range of application and hardware problems in support of new systems and technologies implemented by the development team. Acts as a senior technical expert within the group and subject matter expert for the Retail Business Systems department.
• Collaborates with partners providing advanced technical support, problem analysis and resolution for users of retail computer systems and applications in domestic store locations, in response to issues escalated by the Outsourced Help Desk and other support groups.
• Supervises vendors as needed to expedite repairs to hardware and wiring.

• Promptly assess, triage, and respond to issues escalated from other support areas.
• Proactively manage escalated incidents through resolution and / or de-escalation to lower support levels, and communicate with other IT groups as appropriate to assure issue resolution.
• Communicate with customers regarding responses to escalated issues.
• Act as a customer advocate to address concerns and resolve issues with due urgency and priority.
• Assure and validate all incidents received or created are properly logged and fully documented.
• De-escalate client issues / concerns and ensure a positive customer experience.
• Communicate with lower support levels on issue isolation / resolution steps and techniques to improve first response capabilities.
• Follows Incident, Problem, Crisis, and Knowledge Management policies and procedures as documented.
• Responsible for content development that will support operations knowledge base.
• Adheres to the established attendance and schedule policies.
• Enter and follow up with development and other IT groups on software defects and other advanced issues relating to open problems.
• Assist with assimilating new technical areas designated for operational support.
• Participates in established projects as assigned.

• Proactively coordinate among various IT group for Incident / Problem triage, action steps, root cause analysis, and long-term resolution.
• Formally document and share issue-related and/or preventative knowledge.

• University or College degree in Computer Science or related field, with 5 years working within the Retail and Hospitality industry.
• 5 years advanced third level support experience for applications, infrastructure, or service desk.
• 5 years of experience with Incident and Problem Service Management.
• 2+ years of experience in supporting Micros POS Systems.
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences.
• Demonstrated capability for logical and consistent problem solving with emphasis on resolution of complex technical problems using root cause and other problem analysis techniques.
• Intentional, assertive, diplomatic, and persistent, with a strong desire to see things through to completion.
• Strong customer focus and orientation.
• Strong time management and coordination skills.
• Strong analytical skills.
• Self-motivated, detail-oriented and organized with the ability to prioritize workload and to perform in a high-pressure environment.
• Team-oriented.
• Must be open to working occasional weekends and after-hours, if required.
• Experience with administration, installation & configuration, development, version upgrades, data migration, backup and recovery, replication, disaster recovery, performance monitoring & tuning, index optimization, shell scripts, database development, writing stored procedures & triggers.
• Exposure to Windows 7/10.
• Exposure to ITIL and ITSM tools such as ServiceNow is preferred.
• BS in engineering or computer sciences degree or equivalent experience, preferably experience within the Retail and Hospitality industry.