Bilingual IT Support Analyst

Bilingual Technical Support Analyst

We have partnered with an industry leader in marine and offshore energy innovation that is looking for a Bilingual Technical Support Analyst to join their team. The Bilingual Technical Support Analyst is responsible for technical troubleshooting at the application, database and business process flow levels. The company is located in North Houston.

Responsibilities for the Bilingual Technical Support Analyst include:

• Troubleshoots and tracks technical issues, via a trouble ticketing system, escalates issues and requests when necessary.
• Communicates with customers by email, web or phone to ensure proper level of communication in working towards a resolution within stated guidelines and contractual Service Level Agreements.
• Recommends known technical and functional solutions to clients; develops workarounds and, in some cases, solutions for product defect resolution.
• Actively works with the development team to provide root cause clarification and recommends known technical and functional solutions to the development pipeline.
• Performs various implementation activities for customers. This might include remote or on-site application installations, database upgrades, application configuration and technical assistance to the client's Systems Administrator or technical staff.
• Demonstrates a consistent and positive client support orientation and provides consistent and timely status updates to client issues.
• Documents solutions and contributes to the technical knowledge base.
• Responds to after-hours business emergency issues.

Requirements for the Bilingual Technical Support Analyst are as follows:

• Past experience with Purchasing, Procurement, Maintenance and/or Payroll modules of any ERP system.
• MUST be fluent in English and Spanish, both written and verbal.
• Bachelor's degree in marine engineering or computer science is preferred.
• Strong skills in SQL query optimization and data synchronization preferably on MySQL and MS SQL Server platforms.
• Experience troubleshooting and/or setting up virtual environments (e.g. Citrix, VMWare) is required
• Ability to manage time and work flow to meet service levels and priorities.
• Ability to set and manage client expectations.
• Ability to write technical information in a structured manner.
• Sound judgment and analysis skills.
• Strong interpersonal skills.
• Experience working with Java/J2EE technologies.
• Experience with Java desktop applications.
• Tomcat server configuration experience.