Purpose
As an Application Support Analyst, you will provide technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.
Responsibilities:
Respond to client problems (phone/portal) and actively monitor client sites:
- Log and document all incidents within a ticketing system and problems within JIRA;
- Investigate problems with software applications, diagnose root causes, identify known errors;
- Refer incidents to other parties when an incident is beyond your current skill-set;
- Proactively monitor, document and fix problems or anomalies found at our clients’ installations;
- Manage and exceed customers’ expectation by providing excellent service;
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
- Versatility to shift & occasional pager scheduling;
- Participate in sharing knowledge and publishing Knowledge articles
- 2 years of work experience in Windows administration and technical customer support
- Knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Experience running basic queries in Microsoft SQL Server 2008 - an asset
- Knowledge of Linux - an asset
- Remote troubleshooting (ssh, VPN tunnels) - an asset
- Experience in a medical and/or research environment - an asset
- Excellent customer service skills
- Excellent problem solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure
- REMOTE & HYBRID WORKING ARRANGEMENT
#LI-Remote
