24 Mar
Software & Systems Support Specialist
Michigan, Brighton , 48116 Brighton USA

Vacancy expired!

Position Overview The primary responsibility of a Software & System Support Specialist is to provide technical support for a variety of software applications for Hybrid SaaS, Mobile Device Management (MDM) on rugged mobile computers, RFID, labeling, third party software's, etc.

Responsibilities and Duties
  • Manage phone and email support requests in a courteous and professional manner while building rapport to elicit problem details from customers
  • Document customer information, problem or issue and actions taken to resolve using Lowry standard Incident Management process
  • Troubleshoot problems using remote access tools and diagnostic utilities
  • Access software updates, drivers, knowledgebases, and Frequently Asked Questions (FAQs) to aid in problem resolution
  • Configure systems and applications and test fixes to ensure problem resolution and document corrective & preventive actions.
  • Perform data entry for generating & Maintaining support metrics, maintain weekly, monthly quarterly reports.
  • Travel to customer site on occasion if remote remediation is not successful
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Coordinate efforts with Level 3 technical support or Application Development teams to resolve issues quickly
  • Test and evaluate various new rugged mobile computer Mobile Device Management (MDM) applications
  • Actively take part in business meetings and suggest changes in software support processes
  • Assist with application testing of new software releases utilizing pre-defined test cases, logs test results and and report issues as needed
  • Assist with User Acceptance Testing (UAT) process of the client
  • Perform other related duties as needed

REQUIREMENTS

Knowledge and SkillsHighly organized individual that works well in a team environment, but also performs effectively on their own. Must have strong communication skills and be able to explain technical issues to non-technical clients. In addition, requires excellent analytical skills, the ability to troubleshoot, and the ability to cultivate business relationships based on trust and professionalism. Must have software support and customer service experience. Preferable if candidate has experience with barcodes, RFID, label or inventory tracking applications and mobile computers, scanners, or label printers. Good technical knowledge in software development methodologies, design and implementation. Familiarity with Agile software methodologies. Good analytical and design skills at product level. Good time management, communications, decision making, and organization skills. Good technical knowledge of broad business areas. General understanding of development process, including specification, documentation and quality assurance. Ability to learn how business issues may impact overall project plans. Exposure to cloud- Azure. AWS and google, Azure is must. Aware of SaaS and hybrid models

Education and\or Experience
  • Bachelor’s degree in Computer Science or a related field
  • 4-10 years of experience in software technical support including troubleshooting problems and handling critical issues
  • Experience in creating and managing knowledge base for known problems, workarounds, and resolutions
  • Network+ preferred
  • 3 to 5 years experience in software development testing; or equivalent combination of education and experience will be a plus.
  • Experience with Microsoft c#, My SQL, MS SQL and .NET environment, as well as testing tools such as Azure DevOps, TFS, Subversion, JIRA, Testopia and Bugzilla, Microsoft Field Services etc.
The employee may be required to travel an estimated 5-10% by land and/or air. This is an estimate and actual travel could be above or below this amount, as the position requires. The Primary work location will be at Brighton, Michigan offices. EOE Minorities / Women / Disabled / Veterans

Vacancy expired!

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