(Remote) Level 2 Support Specialist
Harris Computer
- Ontario
- Permanent
- Full-time
- Operate as front line and primary support liaison to our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
- Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Maximize and maintain current knowledge and awareness of applications and related technologies
- Sound understanding of API and web services technologies and functions
- Email technology troubleshooting
- Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
- Exceptional attention to detail and the ability to grasp concepts quickly
- Other duties as assigned by management
- HTML, CSS, JavaScript knowledge
- Understanding the key concepts of web development and deployment
- Working with VMs
- VPN connectivity
- BA/BSc, related College Technical diploma; or equivalent applicable industry experience
- Exceptional people skills
- Demonstrable customer care and focus
- Willingness to learn and the ability to self-teach
- Career growth opportunities
- Flexible work conditions
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Employee stock ownership and RRSP matching programs
- Lifestyle rewards
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