IT Application Support Analyst

Key Skills/Responsibilities:

• Remain current with industry technology and trends;
• Other duties as assigned;
• Perform escalated analysis, troubleshooting, testing, and documentation for multiple supported applications;
• Provide Tier 2 problem resolution and consulting to end users;
• Provide guidance and support for collaboration tools such as online meetings and remote conferencing tools;
• Assisting project managers on implementation projects and customer projects where needed;
• Manage an individual open case queue, while being assigned new cases on a daily basis;
• Maintain in-depth knowledge of Teleperformance Solution usage to answer how to questions and provide step-by-step instructions to customers;
• Participate in rotating 24×7 on call support coverage for all issues;
• Working with teleperformance product team to spec and implement features intended to resolve recurring customer issues;
• Use available tools, procedures, instructions, and documents to resolve technical problems;
• Develop and maintain effective relationships with customers;

Additional Requirements:

• Bachelor’s degree;
• Must have 1-4 years' of experience creating solutions with PowerApps, Flow, OneDrive and SharePoint online;
• Strong oral and written communication skills;
• Must have 1-4 years' of experience with Office 365 and/or SharePoint online implementation, administration, governance, and support;
• Strong information technology experience;
• Working knowledge of Intapp, Carpe Diem, Salesforce or other professional services platforms preferred;
• PHP;
• Any related technology certifications are a plus. Examples are MCSA, CompTIA’s Network+ or Server+;
• Supporting a Windows/LINUX environment;
• Demonstrated attention to detail and systematic approach to task performance;
• Ability to manage multiple projects at the same time;
• Strong experience in an enterprise level environment (legal environment preferred);
• Ability to work with varying seniority levels, including staff, managers, and external partners;
• A high degree of self-motivation, commitment, and integrity;
• Ability to prioritize daily tasks in a highly effective manner.