Application Support Analyst-WINDOWS - Remote

Overview

The Application Support Analyst is responsible for providing technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.

In Short

• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
• Log and document all incidents within a ticketing system and problems within ServiceNow
• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
• Proactively monitor, document and fix problems or anomalies found at our clients’ installations
• Manage and exceed customers’ expectation by providing excellent service
• Participate in sharing knowledge and publishing Knowledge articles

Requirements

• Degree in Computer Science or equivalent
• 2 years of work experience in Windows administration and technical customer support
• Knowledge of Microsoft Windows operating systems for Servers and Workstations
• Excellent communication skills in English and French (verbal and written)
• Experience running queries in Microsoft SQL Server
• Knowledge of Linux
• Remote troubleshooting (ssh, VPN tunnels)
• Experience in a medical and/or research environment
• Highly motivated and customer focused
• Excellent professional communication skills (verbal, and written)
• Team oriented
• Attention to detail
• Strong problem-solving skills
• Remote server hardware diagnosis
• MS SQL Administration

Benefits

• All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.