Technical Support Specialist III (Ref #D2LTSS2008)

General Description:

Will provide very senior, Tier 2 level, product software support for Clients in the eLearning, Learning Management Systems and Internet technologies industry.

Division/Department: Professional Services, Support Team

Type of Position: Full-time

Location: Kitchener, Ontario

Main Duties:

• Resolving specific client issues effectively and under tight time constraints
  • Identifying bugs
  • Identifying and correcting improperly configured installations
  • Identifying and solving site related issues
  • Updating Incidents with all appropriate details
• Provide timely updates on issues
• 24/7 shift rotation and on-call support
• Improve Desire2Learn product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs
• Work with clients on highly technical issues, and be responsible for related follow-up issues
• Provide Services to clients such as:
  • Performance Investigation
  • System level , Database level Reports
  • Information Requests
  • Restore from Data Loss
  • Updating database with scripts

Work Experience Recommendations:

Experience with:
• Excellent problem solving skills
• At least 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)
• Knowledge of the Software Development Life Cycle
• At least one year of experience with eLearning software
• Experience with enterprise software applications
• Bilingual (English/French) preferred

Education Recommendations:

• Bachelors of Computer Science, Mathematics, Applied Science, Engineering or equivalent
• Knowledge of eLearning, Learning Management Systems and Internet technologies
• Strong analytical, problem solving, decision-making skills
• Proven team player and ability to work well with others
• Focuses on customer satisfaction