Technical Support Analyst I

Argo Data Resource Corporation-posted 7 months ago
Full-time • Entry Level
Richardson, TX
Professional, Scientific, and Technical Services
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The Technical Support Analyst (TSA I) position works with ARGO customers and internal ARGO implementation teams to answer questions and solve problems associated with the implementation and use of ARGO products. The TSA I monitors Early Detection and Monitoring Services (EDMS) customer production environments looking for issues that are occurring or likely to occur. The Technical Support Analyst plays a crucial role in delivering timely and effective technical support, ensuring customers have a positive experience with ARGO's products and services. Their work directly influences customers' ability to use ARGO solutions seamlessly, without failures or significant disruptions. The support provided by the Technical Support Analyst is directly linked to ARGO's revenue from Maintenance and Support plans. Satisfied customers are more likely to continue using ARGO's solutions, driving increased customer loyalty and long-term revenue.

  • Perform daily checklists 5 times per day per customer for all customers the TSA is responsible for monitoring.
  • Detect all critical events that are occurring and escalate to the customer or a TSA II or III within 5 minutes of the problem starting.
  • Detect and report all significant changes in behavior of application and/or environment to the customer or a TSA II or TSA III.
  • Pull necessary traces and logs when critical events occur or when requested.
  • Provide recommendations to improve monitoring and alerting detection.
  • Provide information to TSA II and TSA III when requested about issues that are occurring such as rate of alerts, scope of issue, and other changes in behavior.
  • Assist with updating the Weekly/Monthly EDMS reports - adding charts/tables, basic research to explain variances from baselines, and adding any noteworthy information that occurred during the week.
  • Provide telephone and e-mail support to ARGO customers and ARGO internal project implementation teams.
  • Research problems to identify source (due to a defect, configuration problem, environmental problem, or system design).
  • Troubleshoot, re-create the reported problem and/or analyze traces provided by the customers that were captured when the problem occurred.
  • Interface with other ARGO teams (2nd and 3rd level support teams; systems developers; Quality Assurance staff and Documentation staff).
  • A Bachelor's degree in Computer Science or MIS with a GPA of 3.0 or higher.
  • 0-3 Years of experience in Technical or Application Support.
  • Ability to learn and describe at a high level the ARGO Architecture.
  • Ability to learn and describe general ARGO System process flows.
  • Ability to learn and describe ARGO tracing options available and what information they provide for a specific issue.
  • Solid communication skills - in both speaking technically and generally with customers and ARGO employees.
  • Ability to identify required traces for debugging specific issues as well as have the ability to review and diagnose the traces.
  • Excellent problem-solving skills with the ability to identify next steps and identify theories and how to prove/disprove them.
  • Ability to provide on a continual basis current status and next steps of all assigned work.
  • Must have effective written and verbal business communication skills.
  • Able to work in a team environment.
  • Understanding of the industry in which ARGO operates (e.g., financial services, healthcare, software development).
  • Certifications - CompTIA A+ or Network+ certification.
  • ITIL Foundation certification for knowledge of IT service management best practices.
  • Relational database knowledge (SQL and/or configuration).
  • LAN and WAN communication and TCP/IP protocol knowledge.
  • Programming knowledge.
  • Operating system installation and configuration knowledge.
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