Remote Production Support Analyst

Summary

Join a dynamic team at Verifone as a Production Support Analyst, responsible for managing support related matters, investigating issues, and resolving them in a fast-paced production environment.

Requirements

• Excellent written and spoken English
• Technical understanding of the EFTPOS Industry, EMV and/or ISO8583 and/or AS2805
• Excellent analytical and problem-solving skills
• Hands-on experience writing, testing, and implementing scripts in a scripting language
• Experience and working knowledge using REST API's
• At least 5 years previous experience of working in a busy technical/pre-sales/post-sales support role or Production Environment
• High degree of PC Literacy with a proven track record of managing complex support issues in a production environments
• Advanced working knowledge of SQL & Supporting multiple SQL Servers (2008 R2 or above)
• Ability to work unsupervised as part of a team. Ability to set own priorities based on the needs of our customers and internal priorities
• Working knowledge of Change Management, Problem Management, Incident Management, and Release Management processes

Responsibilities

• Manage, investigate, and resolve a diverse range of support related matters
• Coordinate with several groups, including remote teams
• Work on customer's sites or in other office locations
• Deal and progress many issues/tasks & requests through to resolution
• Monitor and respond to group email inbox
• Progress large numbers of outstanding support issues in descending priority order

Preferred Qualifications

• ITIL Foundation (or higher)
• A working understanding of Software Delivery Lifecycles
• Full Driving License
• Experience using JIRA and Confluence or similar tools
• Operational experience with service monitoring tools like (e.g. SolarWinds, Zabbix or Nimsoft)