Overview (The Systems Support Analyst participates in the implementation of new software releases into the pre-production and production e-learning environments and supports multiple highly complex e-learning software/hardware ASP hosted systems.  Support of these systems requires the ability to work independently to investigate and resolve moderate to highly complex computer software and hardware problems.   A Systems Support analyst must be able to apply knowledge of computer operating systems, network management, and high-end infrastructure architecture.  In addition, the Systems Support Analyst is a member of a quick-response customer support team and works on projects with extremely critical deadlines, and operates independently to troubleshoot hardware/software equipment problems, and to set up, install, configure, maintain, relocate, and/or repair a variety of computing and communications equipment, software and /or peripherals. Will also be required to diagnose and test hardware, software and/or network problems.  Network problems may include internal LAN connections, ASP Hosting compartment, or customer connectivity problems.   Knowledge of standard Cisco networks is required.   Knowledge of Microsoft/Intel support is required.  Server support and troubleshooting for web and database layers is required.    Track progress of work in Rational ClearQuest, and ASP hosting vendor web based portal ticketing system. Strong customer service is required for this position.   Previous call center experience is desirable.    Excellent interpersonal skills, willingness to work in a team environment, customer orientated.    Must possess the ability to work in a fast-paced environment.  Must be a fast learner Maintains technical documentation and schematics for all production implementations.People Skills(Strong Customer support

Professional Adept technical and non-technical communication Collaborative team member Proactive Comfortable with ambiguity and frequent change Self-directed multi-tasker Creative problem solver

          Ability to seek out necessary information and anticipate problems and issues         Work with outside vendors, clients and internal teams to integrate different systems and capabilities into learning technology.

Ability to understand and propose infrastructure architecture based on product requirements

  Product Knowledge

Install and support database driven web applications. Resolve problems at client installation sites of web-based software

applications. Work with outside vendors, clients, and internal development staff to

integrate different systems and capabilities into learning technology. Solution Architecture (Infrastructure)

  Technical Skills

         Microsoft Win2k/2003 (MSCE preferred)         Working knowledge of Cisco Routers, switches and CSS load balancers (CCNA certifications a plus)         Working knowledge of IIS 6.0         Working knowledge of PC Anywhere          Working knowledge of DNS routing          Experience with other vendors learning products , awareness of learning products industry standards.  Understanding of learning products and leading-edge web technologies.         Proven proficiency and experience in more than one of the following areas:  HTML, ASP, .Net, Java, C++, Oracle 8 or higher and SQL Server 2000 or higher.         Assists with level 3 trouble tickets          Works with development and QA to implement new code releases to production and pre-production sites         Assists customers with troubleshooting connectivity, configuration and bandwidth issues.