It Support Analyst, Sr
Epicor Software
Monterrey, Nuevo León, México
hace 6 días
source : JobLeads

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 systemsAdditional 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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