Remote Application Support Analyst

The successful candidate will provide technical applications support to customers, which will involve answering complex questions on the function and usage of products. They will investigate, manage, track and close client support issues.

• Job Responsibilities:
  Actively supports customers as well as internal staff in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of the incident
  Prioritize and close client issues or escalate when required in a timely manner
  Identify and provide input on unique or recurring customer issues
  Document issues and resolutions
  Write product knowledge base articles, service bulletins, white papers, procedures
  Maintain a centralized Knowledge Base and related reporting
  Coordinate testing as needed for support
  Work with the development team for issue resolution, test fixes to ensure that problems have been adequately resolved.
  Perform upgrades and post-upgrade support for end-users
  Available for remote support after hours in an on-call rotation
• Job Requirements:
  Degree/Diploma in computer science or other relevant disciplines
  1 -2 Year Experience
  You likely bring at least one year of work experience in a technical support role
  Database knowledge (MS SQL and/or Oracle)
  Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is desired
  Working knowledge of various scripting tools and languages (MS SQL Client, TOAD) as well as with database design and tools (primarily MS SQL Server, Oracle)
  Knowledge of Windows Server 2008/2012/2014/2016 and/or VMware
  Extensive database knowledge (MS SQL and/or Oracle) is required
  Experience with SQL Server administration ex. Re-indexing, maintenance plans; troubleshooting performance issues
  Experience with Crystal Reports or other ad hoc reporting tools a plus
  Proficiency with XML/XSL, HTML, CSS and JavaScript
  Microsoft Certifications a plus
  Proficiency in networking concepts
  Previous experience with version control tools (SVN) is an asset
  Advanced knowledge of MS Windows operating systems
  Proficiency with MS Office Applications
  Strong communication skills in English (written and verbal)
  Strong organizational skills
  Strong problem-solving and analytical skills are essential
  Standard 8 hour shift between 2 PM – 10 PM or  4 PM – 12 Midnight