Act as a Subject Matter Expert to provide high quality complex technical support to our clients
Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues
Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner
Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction.
Engage in problem and knowledge management activities for our products
Participate in our on-call rotation to provide support for critical issues
Qualifications
The Requirements
At least 3 years of experience as a Technical Support Analyst
Gold standard client facing skills and passionate about delivering great support
Familiar with supporting complex and bespoke software solutions
Excellent problem solving and decision making abilities
Experience using ITSM tools and familiarity of ITIL processes
Strong interpersonal and teamwork skills with the ability to work effectively with a range of stakeholders
Comfortable with supporting clients in both on-prem and SaaS environments
An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and Windows.
Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
Other desirable but not essentials skills including
Programming knowledge
Technical qualifications such as Azure certifications and ITIL
