Level II Software Support Service Specialist - Alpharetta, United States - Insight Global

    Insight Global
    Insight Global Alpharetta, United States

    3 weeks ago

    Insight Global background
    Description

    Duties/Responsibilities:

    • 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.