Technical Support Analyst

What we are looking for: We need someone that is resourceful in getting things done – a team player that is both independent, collaborative, and comfortable taking ownership of problems and issues raised by clients. Someone who is adept at doing self-driven research or asking the other team members questions where they are most knowledgeable. Our ideal teammate is constantly looking to learn something new and become better at what they do. Experience of successful customer service in software and IT, investigation and problem-solving skills are a must. Job Purpose: Responsible for providing 1st line support of the TeamMate Audit Management System, Controls Management tool and Analytics tool for internal auditors (external customers) and internal teams (sales, consultants etc) in Europe, Middle East and Africa (EMEA). Acquiring and providing in-depth knowledge of the TeamMate software technically and functionally to assist TeamMate clients in implementation, migration, configuration, and on-going support on TeamMate product suites (TM , TMA) Ability to resolve technical problems and app workflow issues through detailed assessment, logical process, and high attention to detail. Responsibilities: Primary: Take ownership and resolve all technical and product related incidents reported by users via e-mail, telephone, and our TeamMate client portal, in a timely and efficient manner in line with key metrics and KPI’s. Thoroughly investigate reported incidents/defects through fact gathering and remote sessions. Build strong relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities. Create, maintain, and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking. Contribute to the richness of the in-house knowledgebase with up-to-date solutions. Test and identify defects by documenting in the tracking system for the attention of the development team. Liaise with internal escalation, development, and functional teams for issue resolution. Become a subject matter expert (SME) for various technical and product related functionalities. Adhere to and improve on current support processes. Learn, support, and investigate the functionality of the software at all levels. Additional: Participate in TeamMate user conferences with the provision of client technical training and support Q&A. Participate in preparation of hardware/software in lead up to forum meetings and sales conferences. Provide technical support to in house Sales and Professional Services teams There is no regular travel requirement in the role, although occasional trips within the UK and abroad may be required. There is no regular/planned overtime, but overtime may be required to respond to urgent support issues and on rare occasions expected to cover Middle East Support desk hours on Sunday. Working patterns include a shift pattern (8:30am - 4.30pm or 9.30am - 5:30pm) as required by team schedules. Experience and Skill Requirements: Qualified Candidates Must Possess: Fluency in both Arabic and English in business and IT language is essential. Knowledge of APIs. Solid understanding of SAAS solutions (Cloud). Experience of Federated Security (including IDP), SSO, MFA. Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler- Experience or knowledge of SSL and network components (load balancers, firewalls, proxies, etc). Experience with tools such as regedit, procmon, Wireshark, Fiddlercap and SQL. Understanding of core concepts involved in networking, operating systems, and web servers. Ability to identify and troubleshoot software usage in varied environments. Experience in handling mission critical applications operating in large/complex IT infrastructures. QA skills - Issue Reproduction, Configuration of Systems. Understanding of concepts such as .NET and Web Services as related to applications and their configurations. Understanding of relational database schema and concepts required. Desirable Skills: Experience using Debug Tools a plus. XML/HTML knowledge Industry certifications such as CompTIA, Microsoft Certified Professional, etc. PowerShell scripting Content writing skills Personal Attributes: Candidate must be a motivated self-starter with the ability to manage their time and work both autonomously and as part of a team. Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have. Ability to work independently without supervision and as part of a team. Able to perform well under pressure. Highly motivated to succeed with a strong customer service focus. Building internal and external relationship networks. Ability to think outside the box Creative thinking Evidence of analytical and systems analysis skills Must have excellent written and verbal communication and interpersonal skills, with an ability to communicate effectively and professionally in both technical and non-technical language. Adept at working with challenging users in a fast-paced environment. Ability to prioritise effectively and multi-task. About Us Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. For 180 years, Wolters Kluwer has been innovating the way professionals and businesses work. Our employees are at the cornerstone of bringing our vision to life. Our pursuit of excellence coupled with the pride we take in our work, enables our customers to solve their most critical problems. At Wolters Kluwer we encourage you to be your unique self, bring your ideas to life, learn, develop, and thrive. We offer you a world of endless opportunities. Join us and build a brighter future! Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide.  The company is headquartered in Alphen aan den Rijn, the Netherlands.  Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy & Cookies page.