Application Support Analyst - DEX
Responsibilities
TeamViewer DEX is looking for a passionate Application Support Engineer to join our world class global software support team operating out of UK, US and India to deliver excellent customer and technical service experience to TeamViewer DEX customers, TeamViewer DEX partners and TeamViewer DEX technical community. We are looking for someone who can self-learn and absorb our training courses quickly, is well versed with SaaS, be creative and adapt to changing processes, show excellence and pride in all aspects of work.
Technical support for TeamViewer DEX s customers for all TeamViewer DEX Applications.
Collect all necessary information and logs to help identify the root cause.
Respond to incidents raised by email, telephone, or through TeamViewer DEX s dedicated customer support portal on round the clock basis (Shifts)
Resolve all incidents within the allocated SLA
Resolve incident from investigation or escalate to third line support
Keep communication flowing between TeamViewer DEX and our customers throughout the incident lifecycle
Manage timely resolution of critical incidents
Contributing to the TeamViewer DEX Support Knowledge Base
Technical knowledge of current and future TeamViewer DEX products and technologies is essential to maintain a good working knowledge of TeamViewer DEX products and solutions. Full training and certification is provided, with regular and ongoing updates.
Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer DEX Solutions investment patched and current.
Basic understanding and troubleshooting in IIS
Knowledge of Microsoft Azure technologies
Knowledge in Windows Server Enterprise environments
Knowledge in Microsoft Endpoint Configuration Manager (MECM)
Scripting basics i.e Powershell, SQL, VBS
Experience in third party troubleshooting tools for example (Wireshark, Fiddler NetMon, PSExec)
Experience of networks and troubleshooting across them
Top level customer communications
