Technical Support Analyst

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Key Responsibilities

• Proactive monitoring of daily data capture and loading, data exported, application performance
• Daily communication with client IT departments to resolve issues (support portal, email, phone)
• Proactive communication with technical support teams in next region to pass on any global issues encountered
•  Installing new interfaces in relation with client IT department and PMS providers
•  Fully responsible for the resolution of issues you are handling
• Proactively keep consultants and customers informed of how and when problems are resolved with focus on retention
•  Develop and maintain an advanced knowledge of Infor EzRMS application
• Create and maintain documents in our global knowledge database
• Ensure familiarity with and adherence to Infor EzRMS standards and guidelines
• Perform other duties that management may from time to time reasonably require

Key Requirements/Experience

• Education in computer science or application
• Microsoft Certification (MCP, MCSE, etc)
• A+ Certification

• Experience supporting software and systems

• Experience of working in a hospitality related environment.

• Comfortable in Excel and Windows Administration Tools.
• Knowledgeable in network intranet / internet.
• Basic knowledge of SQL.
• Confident with the use of computers (expert in Excel, Word, Power Point).
• Clear communication and organisational skills.  
• Independent and motivated 

• Possess strong problem-solving, reasoning, and analytical abilities.
• Flexible and adaptable to multi-cultural environments
• Excellent teamwork skills and ability to share knowledge
• Excellent written and verbal language skills in English

Infor employees have:

• A sense of urgency – Conduct your work with intensity and speed. Huddle fast. Make fact-based decisions. Use good judgment. Keeping the initiatives moving. Repeat.
• A passion for customer success – Be responsive. Follow through on promises. Reject mediocrity. Be obsessive about doing better. Be accessible and communicate proactively. Be selfless. Work as One Infor.
• A thirst for innovation – Be curious. Be a change agent. Some ideas will prove out, and other will not. Fail fast. Iterate. Stay ahead of technology.
• A focus on results – Never ignore results and facts. Learn and adjust. Focus on quality in all that you do. Do more of what works; less of what is not working. Invest your time in value creation. Act like an owner with an adaptive, entrepreneurial spirit.
• A sense of community – Show compassion and caring for others. Be socially responsible. Be inclusive.