Support Analyst
Location: Wrocław, Poland
Metegrity, a Metegrity Inc. Division, is the developer of Visions Enterprise® asset management software for refineries and petrochemical facilities. Metegrity is looking to hire a candidate for the role of Support Analyst. The head office is based in Edmonton, Canada, but a position is available in Wrocław, Poland.
Currently we are looking for a communicative person with a willingness to learn and help others to use a software according our guidelines.
Responsibilities
- Act as the initial point of contact for all support related inquires submitted by email, phone or through the Customer Portal
- Perform troubleshooting and root cause analysis of user application issues
- Gather required information from customer to facilitate troubleshooting
- Replicate application issues in a test environment as required
- Communicate with customers using email, phone and the Customer Portal as required
- Document support issues according to the established procedures
- Work with other teams as required to resolve customer issues
- Escalate complex issues to Support Team Lead
- Follow up with customers to ensure issues are resolved to the customer’s satisfaction
- Assist with management and maintenance of internal development, test and demo environments
Requirements
- Exceptional oral and written communication skills in English
- Exceptional analysis and troubleshooting skills
- Attention to detail
- Ability and willingness to learn quickly
- Great team player with a proactive attitude
- Experience with Microsoft Desktop and Server operating systems
- Higher education degree and/or relevant experience preferred
Experience in these areas would be an asset
- Oracle Database (basic installation, database creation and administration)
- Basic knowledge of SQL
- Basic knowledge of Linux
- Basic knowledge of Microsoft Hyper-V
We offer
- Work in international environment
- Training provided by Canadian team members
- Dynamic and interesting projects using desktop and mobile platforms
- Additional healthcare coverage (Luxmed)
- Sport package – Benefit card allowing to access sport facilities
- Competitive salary