Role responsibilities:
- Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
- Investigate and analyze reported user’s queries/issues/problems from external customers through to a satisfactory conclusion within the SLA’s that are specific to the customer.
- Ensure that the recommendations/ solutions are in accordance to the Standard Operating Procedures and customer’s system design.
- Update users/customers during the troubleshooting and lifecycle of the issue, ensuring the customer is always up-to-date.
- Test solutions, scripts and fixes (within parameters provided by the customer management), and co-ordinating issues with other departments.
- Produce necessary documentation of Epicor Cloud Services service’s and users.
- Coordinate with the customers on solutions to be completed at the customer’s site.
- Prepare and provide execution instructions for the relevant users and customers.
- Issues relating to other software should be recorded and then passed onto other departments.
- Provide training to end users when required.
- Occasionally write reports within guidelines.
- Maintain an audit trail of the actions/steps/testing taken for a specific issue under the ticket number of the action request system.
- Consult with experts outside of department where issues that cannot be solved.
Our Analyst’s that work in Cloud Services will provide the following Services to our customers. Some experience of these services will be desirable but not essential:
- Hosting
- System Management
- Server and Database Backups
- Database Administration
- Application Maintenance
- User ID Provisioning
- Printer Management
- Capacity Management
- Availability Management
- Disaster Recovery
To be a successful Technical Support Analyst the following skills are essential:
- Good knowledge of computer technology (see technology skills list)
- Valuable verbal communication skills
- Fluent spoken and written English language
- Quick Learner
- Flexibility
- Timing
- R