Application Support Analyst - DEX
TeamViewer provides a leading Digital Workplace platform that connects people with technology-enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.
We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?
Responsibilities
TeamViewer DEX is looking for a passionate Application Support Engineer to join our world class global software support team operating out of UK, US and India to deliver excellent customer and technical service experience to TeamViewer DEX customers, TeamViewer DEX partners and TeamViewer DEX technical community. We are looking for someone who can self-learn and absorb our training courses quickly, is well versed with SaaS, be creative and adapt to changing processes, show excellence and pride in all aspects of work.
Technical support for TeamViewer DEX’s customers for all TeamViewer DEX Applications.
Collect all necessary information and logs to help identify the root cause.
Respond to incidents raised by email, telephone, or through TeamViewer DEX’s dedicated customer support portal on round the clock basis (Shifts)
Resolve all incidents within the allocated SLA
Resolve incident from investigation or escalate to third line support
Keep communication flowing between TeamViewer DEX and our customers throughout the incident lifecycle
Manage timely resolution of critical incidents
Contributing to the TeamViewer DEX Support Knowledge Base
Technical knowledge of current and future TeamViewer DEX products and technologies is essential to maintain a good working knowledge of TeamViewer DEX products and solutions. Full training and certification is provided, with regular and ongoing updates.
Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer DEX Solutions investment patched and current.
Requirements
Basic understanding and troubleshooting in IIS
Knowledge of Microsoft Azure technologies
Knowledge in Windows Server Enterprise environments
Knowledge in Microsoft Endpoint Configuration Manager (MECM)
Scripting basics i.e Powershell, SQL, VBS
Experience in third party troubleshooting tools for example (Wireshark, Fiddler NetMon, PSExec)
Experience of networks and troubleshooting across them
Top level customer communications
TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.