Technical Support Analyst II
ARGO Data Resource Corporation - Richardson, TX

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ARGO is the leading software provider of solutions for the financial services industry. Today, our customers come from all parts of the financial services world—from the nation's largest banks to community-centered credit originators and processors. Over 40 of the nation's top financial institutions use ARGO solutions to process more than 65 million transactions in 35,000 financial centers each day. Financial institutions depend on ARGO because we innovate at the crossroads of real customer problems and breakthrough technology. Come join ARGO and let your ingenious ideas be heard. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the financial institutions do business.

BASIC FUNCTION OF JOB
The TSA II position works with ARGO customers and internal ARGO implementation teams to answer questions and solve problems associated with the implementation and use of ARGO products.

WORK PERFORMED
• Provide telephone and e-mail support to ARGO customers and ARGO internal project implementation teams. Support consists of answering how-to questions from development environments as well as researching/resolving identified problems in customer production environments
• Research problems to identify source (due to a defect, configuration problem, environmental problem, or system design)
• To troubleshoot, re-create the reported problem and/or analyze traces provided by the customers that were captured when the problem occurred
• Interface with other ARGO teams (2nd and 3rd level support teams; systems developers; Quality Assurance staff and Documentation staff)
• Once trained, install, configure and implement new features of ARGO’s software as they become available
KNOWLEDGE, SKILLS, AND ABILITIES
Must have an understanding of:
• Solid knowledge of ARGO Architecture
• Solid understanding of the ARGO System process flow
• Solid understanding of the ARGO tracing options available and what information they will yield for a specific issue
• Solid communication skills – in both speaking Technically and generally with customers and follow ARGO employees
• Solid ability to identify required traces for debugging specific issue as well as have the ability to review and diagnose the traces, sometimes relying on the assistance of another ARGO Resource to help resolve issues.
• Solid ability answer and explain questions on the fly with no or minimal research
• Relational database knowledge (SQL and/or configuration)
• LAN and WAN communication and TCP/IP protocol
• Programming knowledge
• Operating system installation and configuration
• Ability to learn how to install and configure other 3rd party software used to support ARGO applications
• Ability to learn how to install, configure and implement new ARGO features as new versions are released
• Good problem solving skills
• Desk top support experience a plus
Communication Skills
• Must have effective written and verbal business communication skills
• Able to produce and interpret technical documentation
• Able to work in a team environment
EDUCATIONAL REQUIREMENTS
Bachelor’s degree in Computer Science ( CS )
GPA of 3.0 or higher (both in major and overall)

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