Ryder System Production Support Analyst in MIAMI, Florida
Under direct supervision, the Production Support Analyst provides tier 2 support to end users of different applications, software, and systems. S/he ensures end user problems are identified, prioritized, researched, resolved, and answered quickly and competently. The incumbent must be proficient in the different software, business applications, and systems supported by the IT department.
Preferred skills for this role:
Windows 2003 knowledge
Introductory to intermediate SQL knowledge
Bachelors degree or equivalent in computer science, MIS, business administration or equivalent field
Minimum of one (1) year of experience in product/help desk support and/or information technology
Analyze and solve problems
Work effectively as part of a team
Effectively communicate technical information to end users in business terminology
Impart knowledge to others
Detail and results oriented
Excellent verbal and written communication skills, time management and customer service skills
Aptitude to learn a new business and system
Knowledge of application, software, or systems supported by the organization
Knowledge of Microsoft Office (Excel, Word, Powerpoint, and Access)
Working knowledge of the fundamental operations of the company's products, services, applications, software, and systems.
Handles problems that tier 1 support is unable to resolve; Researches open ticket(s) and provides support by communicating answers/solutions to the problem.
Authors and updates knowledge articles used by tier 1 to address inquiries, from the end user, pertaining to a particular application, software, or system
Determines whether an open ticket requires a tier 3 escalation and, if so, warm transfers assignment to appropriate technical team
Recreates issues in the test environment and communicates documented findings to development teams
Assists QA members in some testing of software, application and/or system enhancements tasks
Performs other duties as assigned
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Job Locations US-FL-MIAMI
Posted Date 1 month ago (11/1/2019 4:48 PM)
Requisition ID 2019-79472
Category Information Technology
Employment Type Regular - Full Time (4)
Travel Requirements 0-10%
Position Code 8371