Summary

The Support Analyst offers first level support of GNS services to all users. He is responsible for the tracking of incidents and the follow-up of user requests. He also monitors servers, services and the network infrastructure and take necessary actions to resolve issues.

Mission

The main responsibilities and routine tasks of the GNS Support Analyst are to:

• Provide first level support for all GNS Services;
• Identify, research, troubleshoot and resolve basic technical issues;
• Respond to customer requests via telephone calls, emails and ticket system requests;
• Offer a high level of customer service for users with various degrees of technical proficiency;
• Document, dispatch and escalate requests to 2nd level support;
• Follow up with customers to ensure satisfaction;
• Monitor targets to ensure that problems are resolved within the SLA guidelines;
• Send global communications to customers for problems affecting GNS services;
• Carry out all other related tasks

Training

• College diploma in information technology, or equivalent experience
• ITIL certification

Relevant experience

• 
  Internship in IT or experience as a Support Analyst
• Customer service experience

Skills

• 
  Excellent customer service skills
• Excellent communication and writing skills
• Good interpersonal skills
• Proactive and autonomous
• Ability to make complex information accessible
• Ability to work under stress
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Knowledge

• Excellent command of English, and ideally French
• Knowledge of Windows Server
• Knowledge of Unix
• Knowledge of Networking (TCP/IP, OSI)
• Knowledge of Active Directory

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