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Culver City, California - USD Full Time Posted: Monday, 15 April 2019
Job Description Senior Systems Support Analysts are the second level contact for client issues involving operating software and hardware platforms used to run the Thomson Reuters Elite software.
Problem resolution :
  • Gathers complete information from clients and/or first level analysts, documents steps taken, troubleshoots, replicates, isolates issues and takes restorative action. The goal is to successfully resolve problems while minimizing disruption to the client s business operations
  • Acts as senior technical advisor; trains and assists systems staff and department peers
  • Works on extremely complex problems where analysis of situations requires an evaluation of intangible variant factors
  • Responsible for handing client down systems. Performs system reviews of clients' hardware, software, setup, and environment
  • Write documentation outlining the findings of a system review and implement suggested changes or deficiencies found in those findings
  • Broad understanding of building & administering Servers in a tiered, distributed environment
  • Responsible for reviewing performance problems and performing performance tuning, as well as, familiarity with capacity planning
  • Exercises independent judgment in developing methods, techniques, and evaluation criteria to obtain results
  • Works on special projects assigned by Department/Team Manager as necessary
  • Utilizes the department s tools and systems with a high degree of accuracy and efficiency
  • Uses remote access utilities and other resources during the troubleshooting process and escalates issues to product developers when necessary for further analysis
  • Communicates complex procedures or diverse information to resolve customer issues. Follows up with customers to ensure satisfaction with results.
Customer satisfaction:
  • Respond to and communicate timely and effectively with customers providing professional, courteous and knowledgeable service
  • Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
  • Interacts constructively with colleagues to resolve customer issues in the most effective manner
  • Participates in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness
  • Actively seeks and applies knowledge gained from colleagues and outside resources and shares that knowledge with others
  • Develops and maintains subject matter expertise for the team/department including acquisition or development of specialty tools and utilities used to troubleshoot & repair technical issues. Senior Systems Analysts are expected to provide technical training to other analysts in the department throughout the year.
Technical expertise:
  • Acquires and maintains expertise on the Thomson Reuters Elite software product set and its operating platforms
  • Requires a superior working knowledge of the various computer and network operating systems utilized by customers as well as compatibility issues with the hardware and software components in various client/server configurations.
  • Bachelor s Degree or equivalent education and/or work experience
  • Minimum of 5 years technical support or related experience in a software manufacturing environment supporting MS-Windows, UNIX and Active Directory
  • Proficiency in troubleshooting TCP/IP WAN/LAN networks, UNIX networking and NT network configurations using various low level commands such as ping and trace-route
  • Strong working knowledge of database concepts and architecture
  • Minimums of 2-3 years database administration/troubleshooting/optimizing of MS SQL Server
  • Strong working knowledge of. Net Framework applications hosted in IIS
  • Deductive logic, complex problem solving and excellent troubleshooting skills
  • Self-directed, able to prioritize and effectively handle multiple incidents at a time under high-pressure and challenging situations
  • Exceptional customer service and time management skills
  • Excellent written and verbal communication skills
  • Experience in supporting Thomson Reuters Elite software
  • Programming experience in Visual Basic, C# or VB. Net
  • Experience with Shell scripting
  • MCSE, MCDA certification or other network administration and/or database training

Culver City, California, United States of America
Thomson Reuters
Thomson Reuters
4/15/2019 8:30:45 PM

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