Job Responsibility
As a member of the Ni2 Technical Support team you will be working in a dynamic environment providing first level service and troubleshooting technical support for our customers and partners on the Ni2 Product. It is the Technical Support Representative’s
responsibility to ensure a great level of quality and responsiveness. This is a technical and customer support role where a combination of excellent customer service abilities and deep technical knowledge will play a key role in the success of the individual.
Key Responsibilities
- Recording, analysis/troubleshooting, prioritization, escalation, tracking and feedback of cases received at the support department electronically or via telephone
- Determine seriousness and /or potential impact of problems, relying on defined procedures, accessible tools and individual judgment in resolution or referral to higher levels of authority and/or expertise
- Monitor incidents, problems and requests and participate in the escalation process
Follow up and escalate unresolved incidents - Make product and upgrades available to customer or partner – Coordinate process (including license agreement, license management)
- Report internally and to customers or partners
- Maintain a positive, highly professional and proactive attitude towards customer inquiries to ensure quality standards and customer satisfaction is maintained
- Learn and Test Ni2 software
Academic Background and Work Experience
- University or college degree in an IT related field (Computer Science, Software Engineering and other scientific fields) or equivalent work experience
- Minimum of 2-3 years experience working in application support environment
Required technical skills
- Excellent analytical and problem solving skills
- Working experience with various databases (ex. PostgreSQL,SQL Server, Oracle) and application servers environments (JBoss)
- Solid understanding of multi-tier and open architecture platforms
- Good knowledge of Service Desk tools and their implementation
- Good knowledge of Data Center or Telecom Operators’ Operations
Nice to have
- Experience with other Enterprise Software
- Knowledge of ITIL Practices or ITIL certification
- Knowledge of Windows Servers 2008
- Xml and JSP
- Basic knowledge of Unix (Linux, Solaris)
Personal characteristics
- Bilingual (English and French)
- Strong listening, questioning and communication skills, both written and verbal
- Strong listening and questioning skills
- Strong organizational skills and ability to multi-task
- Diplomacy and empathy
- Proactivity
- Ability to multi-task
- Service oriented and solution driven
- Team oriented, with the ability to work independently
Terms of employment
Full-time, permanent position based in Montreal. Available shortly.
If you are interested, send us your resume quickly! Only candidates selected for an interview will be contacted.
Please send your resume to: careers@ni2.com