Technical Support Analyst, Tier 3
(Ref #D2LTSA)
General Description:
The Technical Support Analyst, Tier 3 requires an individual who has experience in resolving highly technical complex client issues. You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing senior level technical support to clients. In this position you will provide support for clients from all verticals who are using our enterprise suite of eLearning web-based software.
Division/Department: Professional Services, Support Team
Type of Position: Full-time
Location: Kitchener, Ontario
Main Duties:
- Resolving specific client issues under tight time constraints
- Identifying bugs
- Identifying and correcting improperly configured installations
- Identifying and solving site related issues
- Updating incidents with all appropriate details
- Providing timely updates on issues
- Improving Desire2Learn product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
- Working with clients on highly technical issues, and be responsible for related follow-up issues
- Providing Services to clients such as:
- Performance investigation
- System level and/or database level Reports
- Information requests
- Restore from data loss
- Updating database with scripts
- Participating in On-call support rotation
Work Experience and Qualifications:
- Minimum of 2 years experience in a senior level, top tier, technical support or help desk role
- Excellent problem solving skills
- Minimum of two years of experience working with relevant programming technologies
- (SQL, ASP, XML, .NET, HTML/XHTML, java, JavaScript)
- At least one year of experience working with Internet technologies
- (Windows 2003 Server, IIS, MS SQL Server)
- Experience with eLearning software an asset
- Experience developing and supporting enterprise software applications
- Bilingual (English/French) an asset
- Knowledge of the Software Development Life Cycle
- Strong analytical, problem solving, decision-making skills
- Proven team player and ability to work well with others
- Focused on customer satisfaction
Education Recommendations:
- Bachelors degree in a technical field or equivalent
- Knowledge of eLearning, Learning Management Systems and Internet technologies
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.
