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Production Support Analyst( Right to Hire )
REFERENCE # 18-00101
TITLE # Production Support Analyst

Meet Your Recruiter

Erica Johns
Senior Technical Recruiter & Resource Manager
Phone: 860-674-1636 ext: 266
Email: ejohns@itechsolutions.com
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LOCATION Glastonbury, CT

Meet Your Recruiter

Erica Johns
Senior Technical Recruiter & Resource Manager
Phone: 860-674-1636 ext: 266
Email: ejohns@itechsolutions.com
View ALL Jobs for Erica Johns
View FEATURED Jobs For Erica Johns
Production Support Analyst

Tier II is the support level responsible for more advanced customer issues. It is synonymous with first-line support, front-end support, and various technical support functions. The first job of a Tier II investigate the customer's reported issue by analyzing the symptoms and finding the root cause of the problem. This level should gather as much information as possible from the end user to be recorded in the helpdesk tracking software.

Once identification of the underlying problem is established, the Analyst can begin sorting through the possible solutions available. Technical support specialists in this group typically handle more complex and advanced problems (i.e.: documenting customer business process, reading application logs to determine failure root cause, verification of proper hardware and software set up, assistance with navigating around application menus, identifying data discrepancies, etc.). Personnel at this level have a advanced understanding of the product or service, and aim to handle 70%-80% of user problems before escalating the issue to a higher level. This job will need a general understanding of aerospace, maintenance engines/aircraft, or configuration management.

  • Monitor and respond quickly and effectively to requests received through the operations center.
  • Monitor service desk for tickets assigned to the queue, and process on a first-in first-out basis with respect to task priority
  • Follow up on outstanding requests and ensure timely resolution
  • Utilize and maintain the helpdesk tracking software
  • Monitor the solution center email, and generate tickets out of email requests.
  • Analyze data discrepancies and provide/perform solution.
  • Create detailed instructions to solve customer issues.
  • Test software.
  • Reports higher level issues to a Tier III technician
  • Other duties may be added and/or assigned as needed
  • Document step by step instructions of problems worked on.

Formal Education & Certifications
  • College diploma or university degree in the field of computer science, information systems, mathematics, engineering, or other related field
Knowledge and Experience
  • 2 years+ experience working in aerospace, configuration management, or engine maintenance
  • Exposure on ITSM ticketing tools
  • Experience working in a 24/7 environment
  • Data analytics
Personal Attributes
  • Solid relationship management and performance management skills
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written, oral, and interpersonal communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Ability to conduct research into data, process or software issues as required
  • Ability to present ideas in a business-friendly and user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Team-oriented and skilled in working within a collaborative environment
Work Conditions:
  • 40-hour on-site work week with on-call availability for 5-10 days per month
  • Some travel may be required
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
For more information please contact Erica Johns at 860-387-7116.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.

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iTech Solutions is a National Professional Services Firm, specializing in Technical Staffing, Recruiting and Consulting Services for Information Technology, Engineering and Business professionals. iTech Solutions, Inc. does not support and will not post: Any posting that does not comply with applicable laws relating to labor and employment, equal employment opportunity and employment eligibility requirements; and Any posting that requires U.S. citizenship or lawful permanent residence in the U.S. as a condition of employment, unless otherwise required in order to comply with law, regulation, executive order, or federal, state, or local government contract.
iTech Solutions, Inc is an equal opportunity employer.
iTech Solutions is a E-Verify program participant. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.