Technical Support - Contract Role

IT - Software / DB / QA / Web / Graphics / GIS

About the Employer

Job Description

The support technician is responsible for assisting client with installing, configuring, and diagnosing issues with out software products, providing both pre-sale and post-sale technical advice and support to prospects and customers. Also responsible for securely accessing, managing, and updating cloud servers and services for use by our customers.

Responsibilities / Duties

  • Collaborating with the Development team to support software release, cloud service deployment, and bug/fix software update processes.
  • Assisting with the management of release pipelines, software execution, security, monitoring, and bug/fix delivery.
  • Participating in the handoff process from the Development team to Customer Service.
  • Addressing escalated issues, performing service delivery, and implementing remediation/resolutions as part of an engineering team.
  • Contributing to other tasks as needed to support the overall DevOps process.
  • Assist Fortune 500 level clients in the diagnosis and troubleshooting of our products
  • Customer support including troubleshooting via phone, Microsoft Teams and screen share
  • Manage support tickets in Microsoft Dynamics CRM
  • Subject matter expert on PoliteMail products
  • Additional duties as assigned.

Qualifications / Skills

  • Windows Server Admin experience
  • Microsoft Exchange Online experience is a plus
  • Microsoft 365 experience is a plus.
  • Problem-Solving and Multitasking
  • Familiarity with Azure DevOps platform.
  • Understanding of Agile methodology and experience with GIT, C#, React, and Microsoft technologies.
  • Proven experience in SaaS services delivery on Microsoft Azure and Amazon EC2.
  • Understanding of and experience with QA and Development processes.
  • Ability to manage multiple tasks and processes with a detail-oriented approach.
  • Effective communication skills, with an understanding of development engineering, QA, and customer service/support.
  • Fluency in the English language
  • Troubleshooting
  • SQL experience
  • Familiar with Microsoft platform technologies including:

         o   Windows IIS Server         o   SQL Server         o   Microsoft Office         o   Exchange         o   Azure AD

Additional Information

This role is contingent upon passing a background check and reference review.