TECHNICAL SUPPORT ANALYST (2ND LINE SUPPORT)

Position Description.
We are looking for a detail-oriented Technical Support Specialist with experience in system testing, data management, and client interaction.
The ideal candidate will have strong technical skills, proficiency in MS Excel, and the ability to manage multiple tasks effectively under pressure.
This role requires excellent communication, problem-solving abilities, and the flexibility to work mid-shifts.
Your future duties and responsibilities.
• Perform qualification and participation testing for new users or entities.
• Conduct checks related to account withdrawals or deactivations.
• Process licensing and service request submissions for system access.
• Monitor applications and perform regular system checks to ensure smooth operations.
• Prepare and submit reports on a daily, weekly, monthly, quarterly, and yearly basis.
• Manage user accounts on portals and post relevant updates or news.
• Respond to requests for file re-sends or data retrieval.
• Release necessary data or information to stakeholders or external parties.
• Load reference data into various internal systems as needed.
• Handle queries and requests through a service management platform.
• Perform system testing and validation activities when required.
• Manage and implement changes related to pricing or assessments.
• Assist with audit preparation and documentation for external reviews.
Required qualifications to be successful in this role.
• Education.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Technical Skills.
Knowledge of programming languages such as SQL, Oracle, and Linux/Unix is a plus.
• Experience.
Background in Technical Support is required.
• Software Proficiency.
Intermediate knowledge of MS Excel is necessary.
• Industry Knowledge.
Familiarity with energy trading or similar industry principles is an advantage.
• Problem-solving.
Strong critical thinking and problem-solving abilities.
• Communication.
Excellent verbal and written communication skills, with experience leading client calls and meetings.
• Organizational Skills.
Strong organizational, analytical skills, and attention to detail.
• Action-oriented.
Ability to take ownership of requests/issues/escalations and resolve them effectively.
• Customer-focused.
Ability to understand customer needs, act with urgency, and add value.
• Teamwork.
Resourceful, flexible, and able to work effectively under pressure.
• Learning Ability.
Quick learner with excellent multitasking abilities.
• Process Improvement.
Proven experience in identifying and implementing process improvements.
• Email Management.
Experience managing shared mailboxes efficiently.
• Documentation.
Ability to follow and write process documentation.
• Shift Flexibility.
Willingness to work mid-shifts (e.
., 3.
pm - am).
Skills.
English ServiceNow SQLite What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.