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GoAnywhere MFT Support Analyst

Remote

Responsibilities:

• Provide triage support for several products in the Fortra portfolio to eliminate wait time and provide the best customer experience possible.
• Take ownership of each customer request and manage their expectations to ensure timely resolution.
• Listen to customer concerns to determine the source and various components of the issue.
• Collect and review system data and analyze for known issues.
• Collaborate with team members on problem identification, analysis, and resolution.
• Act as a face of the company to customers and represent its products in a professional manner.
• Consult with customers to facilitate changes for best practices.
• Work with management and team to inform them of customer issues requiring special attention.
• Conduct product demonstrations with customers and assist in presenting in training sessions.

Job Requirements:

• Bachelor's degree in information technology, computer science, or other related discipline, or equivalent.
• Microsoft certification (MTA, MSCA, MCSE) is preferred.
• 5+ years of hands-on experience managing Windows or Linux server and client systems in enterprise environments.
• Strong problem-solving skills and ability to work under pressure.
• Experience with database technologies including MySQL, SQL, oracle, PostgreSQL.
• Working knowledge of networking and security protocols for troubleshooting and configuration purposes.
• Working knowledge of VMware, Active directory.
• Knowledge of cloud technologies like AWS, AZURE is a bonus.
• Understanding of security best practices
• Previous software support experience preferred; proprietary software support experience preferred.
• Strong written and verbal communication skills (especially over the phone).
• Strong collaborator with ability to work within a team setting.
• Ability to work successfully with customers to provide problem resolution and complete required documentation.