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- Perform analysis of root causes for customer reports, customer access, application access and permissions issues as needed.
- Create and curate a knowledge base to ensure repeat issues are resolved quickly or can be resolved in a self-service fashion.
- Restoring non-production environments for testing, development, and training.
- Identify common reoccurring cases and document case resolution for future reference.
- Develop recommendations for procedures to prevent ongoing problems.
- Automate recurring incident resolutions based on documentation when possible.
- Triage and analyze escalated incidents to enable curation of incidents and conversion to Bugs by coordinating with Product Management. May include review of . NET, SQL and other code to triage and analyze.
- Facilitate and complete new customer onboarding.
- Enable Tier 1 Support by documenting and automating customer onboarding processes (where possible)
- Oversee computer systems and providing system support (reimaging, installation, new laptop configuration).
- Manage, configure, and respond to customer data requests and create, configure, and manage reports.
- Document, monitor, and correct Email/XML/CSV/Elastic Search Push/Sync Failures.
- Quarterly Access Rights Audit ReportingEducation and Experience:
- Degree in Computer Science, Information Technology, or related field
- Equivalent Experience in the IT field
- A combination of education and experience Skills & Abilities
- Working knowledge to intermediate proficiency in TSQL and 1 or more programming languages (e. g. VB. Net, and C#, TypeScript, Python, etc.).
- Proficiency in Microsoft Office 365
- Proficiency in Mac OS, Windows, and Windows Server.
- Proficiency in managing Active Directory
- Working knowledge of AWS Serverless services, monitoring, and logging.
- Ability to automate common tasks or create tooling / internal apps in various languages.
- Exceptional customer service and communication skills.
Level II Software Support Service Specialist - Alpharetta, United States - Insight Global
Description
Duties/Responsibilities: