Technical Support Analyst- Technical Support
SAS Institute Inc
Mumbai, India
6d ago

Technical Support Analyst- Technical Support

Job Locations IN-Mumbai Requisition ID 2021-24511 Job Category Information Technology Travel Requirements 50%

Technical Support Analyst- Technical Support

Location - Mumbai

Experience 6-10 years

Company Profile -

SAS is a trusted analytics powerhouse for organizations seeking immediate value from their data. A deep bench of analytics solutions and broad industry knowledge keep our customers coming back and feeling confident.

We’ve been applying analytics to the toughest business problems for decades. With SAS, you get solutions built on a powerful analytics platform and millions of lessons learned.

Role Description-

  • Provides technical support for SAS software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions.
  • Routinely leverages that knowledge to resolve SAS customer issues and influence software direction.
  • Diagnose and troubleshoot technical issues, basic network, OS issues, research and identify solutions to software issues
  • Ask customers targeted questions to quickly understand the problem
  • Talk to clients through a series of actions, either via phone or email, until they’ve solved the technical issue
  • Provide prompt and accurate feedback to customers, refer to internal database or external resources to provide accurate tech solutions
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process.
  • Accurately documents and specifies information in the tracking system during the entire track life cycle.
  • Manages internal and external expectations and project pressures including coordinating / managing problem escalation activities and communications.
  • Collaborates within SAS with the internal teams engaged to ensure improved customer experience
  • Qualification & Skills

  • Bachelor’s degree in engineering or equivalent knowledge.
  • SAS Administration and Installation skills
  • SAS Viya knowledge would be added advantage
  • Good Troubleshooting skills, Good Unix knowledge
  • Cloud Knowledge would be preferred
  • Logical analysis and good communication skills
  • Basic SAS Administration, installation skills
  • Good to have basic knowledge on SAS Solutions, 9.x & Viya
  • Good to have experience with Kubernetes and Docker
  • Good to have experience with ETL and BI tools
  • Good to have hands-on experience with databases, like writing basic SQL queries
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