Application Support Analyst, DEX

Responsibilities (detailed):1. Technical support for TeamViewer DEXs customers for all TeamViewer DEX Applications. 2. Collect all necessary information and logs to help identify the root cause. 3. Respond to incidents raised by email, telephone, or through TeamViewer DEXs dedicated customer support portal on round the clock basis (Shifts) 4. Resolve all incidents within the allocated SLA 5. Resolve incident from investigation or escalate to third line support 6. Keep communication flowing between TeamViewer DEX and our customers throughout the incident lifecycle 7. Manage timely resolution of critical incidents 8. Contributing to the TeamViewer DEX Support Knowledge Base 9. 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. 10. Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer DEX Solutions investment patched and current. Essential Skills/Qualifications 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 Responsibilities (detailed):1. Technical support for TeamViewer DEXs customers for all TeamViewer DEX Applications. 2. Collect all necessary information and logs to help identify the root cause. 3. Respond to incidents raised by email, telephone, or through TeamViewer DEXs dedicated customer support portal on round the clock basis (Shifts) 4. Resolve all incidents within the allocated SLA 5. Resolve incident from investigation or escalate to third line support 6. Keep communication flowing between TeamViewer DEX and our customers throughout the incident lifecycle 7. Manage timely resolution of critical incidents 8. Contributing to the TeamViewer DEX Support Knowledge Base 9. 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. 10. Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer DEX Solutions investment patched and current. Essential Skills/Qualifications 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