Support Analyst at N. Harris Computer Corporation - USA in Tallahassee, Florida

Job Description:

Support Analyst
System Innovators - Remote

The Support Analyst will work as part of an established team to provide software application and hardware support for System Innovator products. The Support Analyst position is responsible for managing the technical relationship with assigned clients on all projects from implementation through normal support operation. In their role they are required to be part technical support engineer and part customer champion.

What your impact will be:

• Operate as a front line primary support liaison between System Innovators and our clients to 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 to identify the correct resolution or escalate according to departmental guidelines


• Report detailed information within the ticket tracking system that includes capturing the reported problem, troubleshooting steps, replication steps, and resolution procedures. 


• Assist with the documentation of new processes and procedures and help to define improvements to current support processes 


• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction


• Identify areas of improvement for processes to make the customer experience better tomorrow than it was today


• Provide training and demonstration of products provided by System Innovators to our client base (Remote and/or Onsite)


• Provide nights and weekend on-call support within a rotation of all team members (on-call compensation provided)


• As scheduled, provide dedicated client support assistance outside of standard operating hours


• Work schedule would be Mon-Fri, 8 hours per day and ability to rotate schedule start and end times between 8:00 AM and 8:00 PM


• Subject matter expertise in all support matters regarding multiple web products which integrate with our flagship product iNovah


• Ability to support, troubleshooting, and maintenance of web applications, windows applications, SOAP APIs, and other integrations used by iNovah clients

What we are looking for

• Minimum 3 years proven experience working within a software support environment. 5 plus years of experience preferred


• Customer-focused individuals who are comfortable with providing phone support to clients to resolve critical production issues


• High level of expertise supporting websites in different network topologies, SSL, domain services, etc.


• Expert understanding of Microsoft Internet Information Services (IIS), SQL Server / Databases


• Expert understanding of network protocols and services like DNS, TCP/IP switching and routing


• Solid grasp of server and Windows domain administration


• Solid grasp of online and over the counter payment technologies, protocols, and guidelines


• Ability to present Support webinars, both internally to staff and to customers via the Web


• 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


• College Diploma in Computer Science or equivalent industry experience is preferred

What would make you stand out

• Demonstrate outstanding customer service and teamwork 


• Experience with Windows Server Administration


• Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking, authentication methods (SSO, Okta, Azure, etc.)


• Experience with multiple remote access tools & techniques such as WebEx, remote desktop, VPN


• Excellent oral and written communication


• E-Commerce, Payment Processors, EMV


• HTML, ASP.NET, JavaScript


• PowerShell, Python, Bash, Batch File scripting


• Experience in IT Support of the Public Sector Industries


• Experience with TeamSupport and Confluence applications