IT Support Analyst, Sr
Epicor Software
Nuevo León, Monterrey
hace 2 días

About the Role :

You will be part of a Global Cloud Service department’, while being an Epicor employee. Your duties would be to ensure that the recommendations / solutions are in accordance to the customer’s policies and system design.

What You’ll Do :

  • Receive and analyze inquiries from customers and users. Ensure that the issues are resolved within the SLA’s of the specific customer.
  • Investigate and analyze reported users’ problems.

  • Respond to users’ questions related to supported systems and processes. Update users during the troubleshooting and lifecycle of the issue, making sure the customer is always up-to-date.
  • Test solutions, scripts and fixes, write reports or snap searches (within parameters provided by the customer management), and coordinating issues with other departments.
  • Apply the official reporting forms to submit error reports such as, system bugs, data corruption etc.
  • Coordinate with the customers on solutions to be completed at the customer’s site.
  • Issues relating to other software should be recorded and then passed onto other departments.
  • Provide training to end users when required.
  • Maintain an audit trail of the actions / steps / testing taken for a specific issue under the ticket number of the action request system
  • Consult with experts beyond Epicor Outsourcing on issues that cannot be solved with it.
  • What You Need to Succeed :

  • 5 years of experience as support analyst or similar positions
  • Azure or AWS experience
  • PowerShell experience
  • Fluent spoken and written English language
  • Knowledge of SQL Server / TSQL / database knowledge and Windows Administration
  • Experience of working with computer software
  • Experience with ticketing and monitoring systems
  • Additional Skills That Could Set You Apart :

  • Experience working with ERP products
  • Knowledge of Crystal reports is an advantage.
  • Active directory
  • VMWare or HyperV experience
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