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http://www.zantaz.com/company/jobs/operations.html
Application Support Specialists - Ottawa, Canada
POSITION SUMMARY:
The Application Support Specialist will offer worldwide support for the EAS product line. The incumbent will offer support in presales, designing, planning and customer implementations as well as post sales support in small to large infrastructure environments.
ESSENTIAL JOB DUTIES:
The Application Support Specialist will report to the Manager, Applications Support, provide expert level support on EAS software programs on a global basis to resellers, partners and customers. The Application Support Specialist duties will include but not be limited to:
* Review Ticket queue submitted to EAS ? Support in the on-line trouble ticket system and determine priority based on criteria set by the Manager.
* Take ownership of tickets (lock tickets in personal queue) based on standard operating procedure as set by the Manager.
* Respond to client software problems or complaints ensuring that a ticket number is provided and that situations and issues are dealt with appropriately within specified performance criteria and goals set.
* Diagnose/troubleshoot complex client service problems that may include research of systems environments, versioning, configuration, permissions and interoperability with other software and provide guidance by email (normal) or over the phone as required.
* Provide service quality to clients by anticipating client needs and informing them of patch, fix, work around and training available.
* Repair problems via WebEx session on client systems installations where such permission is granted.
* Meet statistical targets set by Manager for problem resolution quality and quantity.
* Innovates and creates client solutions and recommends changes to hardware and software architecture.
* Replicates customer problems, tests fixes and documents solutions for use by the EAS-Support Team.
* Contributes to knowledge database and FAQ database for each software component supported, by working alone and in a team environment, to establish best practices.
* Escalate tickets to the appropriate level as per established escalation procedure and within the performance criteria set.
* Assume responsibility for escalated tickets if assigned to individual specialty.
* Perform software installations for clients as required.
* Document suggested enhancements/changes to EAS software to improve performance and/or usefulness of the EAS products.
* Participate in providing training to potential Software Engineers and/or to customers as required.
* Maintain up to date knowledge of Microsoft Exchange Server, IIS, SQL, SPS and other Microsoft software utilities supported by company at the MCSE/MCP level.
* Support an Exchange/IIS/SQL (and Oracle db) environments(s) as required.
* Write and/or review technical documents for manuals , install guides, test cases etc. as required.
* Participate in QA testing and software upgrades including releases, patches and fixes as directed.
QUALIFICATIONS AND EXPERIENCE REQUIRED:
Minimum:
* Excellent communication, analytical and problem solving skills
* Minimum security clearance required is Enhanced Level
* Polished professional manner
* Enthusiastic positive attitude
* Strong customer relations management
* Customer service skills
* Meticulous for details
Preferred:
* Experience in Service support and Active Directory
* Experience with OWA and Oracle Admin
EDUCATION:
Minimum:
* Degree in Computer Science or Engineering, or diploma from a community college in information technology preferred
* MCSE certification, at least three years of experience in:
o Windows NT4/2000/XP
o Exchange 5.5/2000/2003
o SQL
o IIS
Application Support Specialists - Ottawa, Canada
POSITION SUMMARY:
The Application Support Specialist will offer worldwide support for the EAS product line. The incumbent will offer support in presales, designing, planning and customer implementations as well as post sales support in small to large infrastructure environments.
ESSENTIAL JOB DUTIES:
The Application Support Specialist will report to the Manager, Applications Support, provide expert level support on EAS software programs on a global basis to resellers, partners and customers. The Application Support Specialist duties will include but not be limited to:
* Review Ticket queue submitted to EAS ? Support in the on-line trouble ticket system and determine priority based on criteria set by the Manager.
* Take ownership of tickets (lock tickets in personal queue) based on standard operating procedure as set by the Manager.
* Respond to client software problems or complaints ensuring that a ticket number is provided and that situations and issues are dealt with appropriately within specified performance criteria and goals set.
* Diagnose/troubleshoot complex client service problems that may include research of systems environments, versioning, configuration, permissions and interoperability with other software and provide guidance by email (normal) or over the phone as required.
* Provide service quality to clients by anticipating client needs and informing them of patch, fix, work around and training available.
* Repair problems via WebEx session on client systems installations where such permission is granted.
* Meet statistical targets set by Manager for problem resolution quality and quantity.
* Innovates and creates client solutions and recommends changes to hardware and software architecture.
* Replicates customer problems, tests fixes and documents solutions for use by the EAS-Support Team.
* Contributes to knowledge database and FAQ database for each software component supported, by working alone and in a team environment, to establish best practices.
* Escalate tickets to the appropriate level as per established escalation procedure and within the performance criteria set.
* Assume responsibility for escalated tickets if assigned to individual specialty.
* Perform software installations for clients as required.
* Document suggested enhancements/changes to EAS software to improve performance and/or usefulness of the EAS products.
* Participate in providing training to potential Software Engineers and/or to customers as required.
* Maintain up to date knowledge of Microsoft Exchange Server, IIS, SQL, SPS and other Microsoft software utilities supported by company at the MCSE/MCP level.
* Support an Exchange/IIS/SQL (and Oracle db) environments(s) as required.
* Write and/or review technical documents for manuals , install guides, test cases etc. as required.
* Participate in QA testing and software upgrades including releases, patches and fixes as directed.
QUALIFICATIONS AND EXPERIENCE REQUIRED:
Minimum:
* Excellent communication, analytical and problem solving skills
* Minimum security clearance required is Enhanced Level
* Polished professional manner
* Enthusiastic positive attitude
* Strong customer relations management
* Customer service skills
* Meticulous for details
Preferred:
* Experience in Service support and Active Directory
* Experience with OWA and Oracle Admin
EDUCATION:
Minimum:
* Degree in Computer Science or Engineering, or diploma from a community college in information technology preferred
* MCSE certification, at least three years of experience in:
o Windows NT4/2000/XP
o Exchange 5.5/2000/2003
o SQL
o IIS
