Intermediate Technical Application Support Analyst

2 weeks ago

Oakville, Canada Help Desk Technology Full time

We are an innovative Technology Company, offering a challenging and exciting atmosphere in a comfortable work environment. You will enjoy a performance-based compensation package and the opportunity to make a difference in a growing and dynamic organization.

**Responsibilities**:
Your responsibilities will include, but are not limited to:
Manage a fast-paced queue of customer support inquiries and requests.
- Assess support inquiries in order to identify whether issues are system or user-related.
- Ensure client requests are acknowledged, and also resolved within agreed SLA time.
- Keep clients up-to-date regarding cases pending confirmation when applicable.
- Utilize the resources available efficiently in order to ensure issue resolution and excellent customer service for clients.
- Identify and document opportunities for improvement, and create a knowledge base based on client issue resolutions.
- Categorize, and document qualified product issues for the Development Department.
- Work closely with the Product Development and the Quality Assurance teams to move issues through the software release process.

Provide remote technical support during software installation and software upgrades for HDT’s On-Premise Clients.

Provide technical support in setting up the software components in Microsoft Azure for HDT’s Cloud Hosted clients.

**Job Requirements**:

- **Education**:_
- Post-secondary degree/diploma in Computer Science or a related field or relevant experience.
- **Technical Skills**:_
- Strong knowledge of IIS Web Server and SQL Server, configuration, and maintenance.
- Experience in working on Microsoft Azure - Azure Subscriptions, Azure App Services, Azure Web Jobs, Azure Storage, and Azure VMs.
- Experience in Microsoft SQL to query and update data at the database level.
- Experience with Virtualization technology (Hyper-V / Virtual Box / VMware).
- Excellent Troubleshooting and Analytical skills
- **Soft Skills**:_
- Excellent communication skills.
- Strong organizational and multitasking skills.
- Self-motivated, Responsible, and taking ownership
- Proven ability to work effectively both independently and in a team-based environment.
- Experience with issue tracking and knowledge base systems and workflows such as Jira and Confluence.
- **Work Experience**:_
- 4+ years of Technical Support for Business Software Applications.
- 4+ years of supporting Business Clients over phone calls and Online Meeting tools like GoToMeeting, MS Teams, etc.,
- 3+ years of Experience with IIS, SQL Server, Exchange / Office 365, and Active Directory
- 2+ years of Experience in configuring and using Azure Subscriptions, Azure App Service, Azure Web Jobs, Azure Storage, and Azure VMs.
- Troubleshooting issues with Software Installation, Configuration, and Upgrades.
- **Nice to Have**:_
- ITIL Certification
- Experience with Help desk / Service Desk / Work Order / CMMS software is an asset.

To apply, send your resume in Word or PDF format.

**Keywords**:Application Support, IIS, SQL, Azure, Office 365, Exchange, Active Directory

**Job Types**: Full-time, Permanent

**Salary**: $48,000.00-$52,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday

Ability to commute/relocate:

- Oakville, ON L6J7W5: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Technical Application Support: 4 years (preferred)
- Microsoft Windows Server: 4 years (preferred)
- Exchange / Office 365: 3 years (preferred)
- Active Directory: 3 years (preferred)
- Microsoft Azure: 2 years (preferred)

Work Location: Hybrid remote in Oakville, ON L6J7W5

Application deadline: 2023-02-22
Expected start date: 2023-03-01

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