Customer Support Analyst


Company : Harris Computer Corporation


Job Location : Ottawa, Ontario, CA


Posted on : 2021-01-17


Job Description :

We are seeking a Technical Services Analyst to work within our Support Services division. This position will focus on customer deployments as well as proactive maintenance and database administrative tasks for all of our technical services customers. What your impact will be: Customer Deployments Regular customer interaction Daily monitoring to ensure systems are functioning in accordance with all service level agreements Monitor performance and resolve issues Document, track, and monitor the incident in the ticketing system to ensure a timely resolution. Perform preventative maintenance Routine data archiving, purging and maintenance activities Backups and disaster recovery protocols Security updates and patching activities Performance configurations and tasks Audits and recommendations Regular reporting Database Administration Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to NorthStar Support guidelines 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 Work collaboratively with Research & Development; Sales; Professional Services to communicate and facilitate resolution of custom work requests to ensure that the software developed meets customer requirements. Provide regular and ad hoc client status reports to clients and management. What we are looking for: Sound knowledge of software troubleshooting techniques Commitment to providing exceptional customer service 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 Ability to diagnose and resolve problems with software utilizing remote tools for diagnostic purposes. Experience with SQL Server, Cognos, Windows, Informix, Linux and Oracle platforms are a plus. 3+ years of Java or front-end development experience (AngularJS, CSS, JavaScript, etc) Sound understanding of API and web services technologies and functions Good Knowledge of programming against standard APIs (Restful / SOAP) Good Knowledge of SQL Knowledge of iOS/Windows 10/Android Cordova deployment would be considered a strong asset A passion for technology. Ability to work independently with minimal supervision. Ability to establish priorities, multi-task and work under pressure to meet Service Level Agreements. Passion for continuous learning to remain current with evolving technologies and product innovations. Strong analytical and problem-solving abilities. Strong verbal (English) and written (English) communication skills.

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