Technical Support Analyst

ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.

ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.

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 l monitors Early Detection and Monitoring Services (EDMS) customer production environments looking for issues that are occurring or likely to occur.

• System Monitoring, Research, Escalation: 60%
• Documentation and Reporting: 15%
• Customer Support (Ticket Management, Research, Conference Calls): 15%
• Collaboration and Team Meetings: 5%
• Training and Development: 5%

Job duties and responsibilities include the following. Other duties may be assigned as needed.

• 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 elevate 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. Support consists of answering how-to questions from development environments as well as researching/resolving identified problems in customer’s development, qa, training, and production environments.
• 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 (both in major and overall) is required for the position.
• 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…