Remote Application Support Analyst

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OneContact Macedonia

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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