Technical Support Analyst – Bilingual English and Portuguese

Our client, a well known company of USA is are looking for a Technical Support Analyst with a minimum of 4 years of experience in the role.

Experience: 4-7yrs

Location: Buenos Aires, Argentina

Job Description:

The Level-2 Technical Support Analyst will provide technical product support on specific CA software applications. Job scope includes trouble-shooting and solving issues of diverse scope related to operating systems, databases, networks, and various third-party applications. This position is with the Symphony Services technical support center in Buenos Aires, Argentina.

Key Responsibilities:

• Utilize strong analytic and technical aptitude and ability to take full ownership and control of a problem or issue with minimum supervision.
• Analyze logs and possibly establish and configure customer environments in a lab environment (including OS install and network configuration) and work with product development on escalations.
• Provided Support by way of phone, e-mail and web-chat using Brazilian Portuguese language with escalations in English.
• Utilize and contribute content to the product Support Knowledgebase in order to improve customer experience.
• Improve Product quality by identifying and documenting predominant customer issues for the Support/Product teams.
• Utilize CA and STC documented Support processes and policies to ensure timely and proper delivery of services

Required Skills/Experience:

• System administrator experience with configuration/troubleshooting on Windows Server (2003/2008) and/or Linux/Unix (Aix/Solaris/HP/Red Hat)
• RDBMS knowledge (MS-SQL/Oracle)
• Knowledge in Virtualization Machines (VMWare or MS Hyper-V)
• Experience in solving complex technical problems in a Technical Support role that involve multiple technology layers including operating system, networking, databases, scripts, etc.
• Solid problem solving skills; Strong application debugging/troubleshooting aptitude
• Excellent customer communication, time management and interpersonal skills
• Written and Verbal fluency in Brazilian Portuguese language.

Optional Skills/Experience:

• Experience or knowledge of CA ARC serve products
• Experience with CA Technical Support processes and systems
• Experience or Certification with Exchange Server

Required: Associates or Bachelor’s degree in Information Technology (MIS, CS, CEG, CIS) or related field

If you think you’re “the one” that we’re looking for, send us an email to db@schmitman.com, including your resume and desired remuneration.

Good Luck!