Your Job
We are seeking a motivated and innovative IT Support Analyst to help advance our Operational Excellence strategies in support of our vision.
You will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering/deploying workarounds and patches as applicable.
Our Team
The MES Support Analyst will be part of the Koch Global Services team that is responsible for the acceptance, triage and resolution of internal/external customer reported incidents.
What You Will Do
- Gain an intimate knowledge of the client’s implementation and critical business processes.
- Ability to understand, analyze and resolve customer issues and requests in an expedient manner, using knowledge base documents and troubleshooting and communication skills.
- Escalate urgent issues and application bugs as needed to the appropriate teams and management.
- Communicate regularly with customers and internal resources on status of incident as per accepted guidelines.
- Provide knowledge transfer & training within the team, share best practices, and create/update knowledge articles to enhance the quality and efficiency of incident/request work.
- Create and update self-help knowledge documents to increase customer satisfaction and deflect incidents from the support team.
Who You Are (Basic Qualifications)
- IT background and should have software technical knowledge.
- Willing to do on-call support on weekends.
- Responsible for resolution of all incidents opened by the customer.
What Will Put You Ahead
- Have domain knowledge of manufacturing.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human resources, finance, project management and anything else our businesses need. With locations in India, Mexico, Poland and the United States, our employees have the opportunity to make a global impact.#LI-FR1