Application Support Analyst
2 weeks ago
Job Summary:
**Job Description**:
- RESPONSIBILITIES
- Creation of development “bug” reports, working with development to ensure items are completed and properly tested
- Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times
- Performing standard upgrades and patches (occasional after hours work may be required)
- Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate
- Prioritize, balance, multi task competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity
- Promote and maintain high quality, professional, service oriented company image with customers and internal staff
- After hours (on call) support
- 2 to 4 years of experience in a similar role
- 1 to 3 years of experience providing technical telephone support (min Tier 2)
- Solid database knowledge and ability to write SQL statements (MS SQL 2012 and above and/or Oracle 10g or above)
- Solid software experience in a Windows environment (Windows Server 2008/2012)
- Some experience with XML/XSL, HTML, CSS and JavaScript is an asset
- Working knowledge of network infrastructure (DMZ, WAN/LAN, etc.) is desired.
- Previous experience working in the transit industry is an asset
- Experience with the OPS product or operations management is an asset
Worker Type:
Regular
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