GTCS Analyst Level 2

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Summary

GTCS Analyst - Level 2 must possess strong commitment to provide high-quality technical service, solid and flexible work ethic. This role provides value to GTCS through proper management of Level 1 support and Prometric owned test centers or partners and this role requires the ability to follow, document, and maintain standard procedures while being efficient and formulating improvement efforts to save and protect candidates for the organization. The GTCS Analyst - Level 2 must be an experienced individual in the technical support field with a proven track record of hands-on experience.

Responsibilities

• Serving as the second point/advanced of contact for Level 1/Test Centers seeking technical assistance over the phone, chat and email.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Taking ownership of incidents reported and seeing problems through to resolution
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Prioritizing based on candidate or test center impact and manage several incidents at one time
• Document technical knowledge in the form SF knowledge articles in quick fashion
• Assist in simulation and recreation of Test Center problems and recommend system modifications/best practices to eliminate problems and improve efficiencies.
• To be part of special project assigned by Managers or Team Leaders that may require collaboration with cross functional teams.
• To coordinate, execute and monitor proactive efforts in the Prometric Testing Environment.
• Perform other duties as assigned by Team Leader or Manager
  
  

Position Requirement

• Minimum 18 months as a GTCS Analyst - Level 1
• Hands-on experience with Windows OS environment
• Ability to diagnose and troubleshoot technical issues in a virtual environment
• Excellent problem-solving, critical thinking and communication skills
• Ability to provide step-by-step technical help, both in good written and verbal
• Programming skills - VB, VBScript, C++, Java, HTML or PowerShell are a plus, though not required.
• Proficiency in Microsoft SQL Server
• Certified in GTCS AP&C Intermediate Exam
  
  

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.