Technical Support Analyst
HEAT Software is leading the unification of Service Management and Unified Endpoint Management (UEM). We empower IT, HR, Facilities, Customer Service and other enterprise functions to simplify and automate their business processes to improve service quality, while managing and securing endpoints to proactively detect and protect against threats to business continuity. HEAT Software delivers the world's most powerful fusion of truly flexible, scalable, secure Service Management and UEM solutions. Forged by HEAT. Our Core Values: OPTIC - One Team, Passion, Trustworthy, Innovative, Customer Focused
HEAT Software has an exciting opportunity for a Technical Support Analyst. In this role you will be responsible for supporting the HEAT Software IT Service Management software, both Cloud and On-Premise, from a Tier 1 and Tier 2 perspective to internal and external customers. Application support will be provided via inbound calls, self-service, email and internally created incidents. Analysts will be held accountable for incident quality, customer service quality and metrics as defined and communicated by the business. The support team is staffed 24x7 and position could require changes in hours based on business needs.
Responsibilities:
Log, capture, and troubleshoot customer incidents and provide resolution within defined SLA's
Manage multiple customers and incidents on a varying level of priority
Provide excellent technical and customer service; strong communication skills a must
Product testing and the ability to test and document issues found in product releases
Ability to recognize when to escalate incidents on behalf of the customer in order to meet commitments
Requirements:
BA/BS in Computer Science, Information Technology, Engineering or other related degree, or equivalent relevant experience with 3
Years in the software, application support industry.
Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs; possible on-call rotation
Database knowledge and
Experience: Oracle or MSSQL to include query statements, data base optimization tuning/indexing, utilization of tools such as Query Analyzer/Enterprise Manager, DB design and understanding roles and users.
Understanding of IT operations and ITIL practices are applied and used via an IT Service Management product.
Technical writing skills; ability to write knowledge base articles, news group content and product materials for internal and external use
Working Knowledge of:
Windows Operating Systems
Internet Information Services IIS
SQL Server Reporting Services - SSRS
Networking and Network Diagnostics
Server virtualization: VMware, Virtual PC
VLan architecture and concepts
SNMP management and MIB familiarity (for LanProbe)
IP subnetting/routing
Web Proxy concepts (for Gateway)
Windows domain infrastructure familiarity including multi domain/forest architecture
Windows Management Instrumentation (for Netscan)
Linux install/directory structure
SOAP
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
HEAT Software has an exciting opportunity for a Technical Support Analyst. In this role you will be responsible for supporting the HEAT Software IT Service Management software, both Cloud and On-Premise, from a Tier 1 and Tier 2 perspective to internal and external customers. Application support will be provided via inbound calls, self-service, email and internally created incidents. Analysts will be held accountable for incident quality, customer service quality and metrics as defined and communicated by the business. The support team is staffed 24x7 and position could require changes in hours based on business needs.
Responsibilities:
Log, capture, and troubleshoot customer incidents and provide resolution within defined SLA's
Manage multiple customers and incidents on a varying level of priority
Provide excellent technical and customer service; strong communication skills a must
Product testing and the ability to test and document issues found in product releases
Ability to recognize when to escalate incidents on behalf of the customer in order to meet commitments
Requirements:
BA/BS in Computer Science, Information Technology, Engineering or other related degree, or equivalent relevant experience with 3
Years in the software, application support industry.
Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs; possible on-call rotation
Database knowledge and
Experience: Oracle or MSSQL to include query statements, data base optimization tuning/indexing, utilization of tools such as Query Analyzer/Enterprise Manager, DB design and understanding roles and users.
Understanding of IT operations and ITIL practices are applied and used via an IT Service Management product.
Technical writing skills; ability to write knowledge base articles, news group content and product materials for internal and external use
Working Knowledge of:
Windows Operating Systems
Internet Information Services IIS
SQL Server Reporting Services - SSRS
Networking and Network Diagnostics
Server virtualization: VMware, Virtual PC
VLan architecture and concepts
SNMP management and MIB familiarity (for LanProbe)
IP subnetting/routing
Web Proxy concepts (for Gateway)
Windows domain infrastructure familiarity including multi domain/forest architecture
Windows Management Instrumentation (for Netscan)
Linux install/directory structure
SOAP
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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