technical support analyst

Contour Software

<div><div>About Contour</div><div></div><div><div>
Contour Software</div> has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.</div><div><br>
As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.</div><div><br>
What started as an R&amp;D &amp; Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore &amp; Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!</div><div></div><div><div>
The Division</div></div><div><div>
RBRO Solutions is a CORA Legal Group software company that provides best of breed products to the legal and corporate legal markets. Come and work with a modern agile team working with the latest and greatest technologies in a to ensure that we continue to innovate and remain as one of the top companies in our industry. We are passionate about serving our customers all around the globe with the best technology possible.</div></div><div><div>
Division Link: <div>https://www.rbrosolutions.com/</div></div></div><div><div><br>
The Position:</div></div><div><div>
The Technical Support Analyst (TSA) is a core role in the Customer Success &amp; Support department. This individual is a member of the Support Team which investigates and resolves reported client issues and builds strong client relationships that positively promotes the organization. This individual will be responsible for providing technical support for a wide range of products to our customers, escalating customer inquiries effectively, collecting customer feedback, and sharing customer feedback with other internal groups.</div></div><div></div><div><div><br>
Accountabilities &amp; Responsibilities:</div></div><div><ul><li>Provide post-sales support for iManage software products and RBRO software products to clients</li></ul></div><div><ul><li>Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels</li></ul></div><div><ul><li>Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate.</li></ul></div><div><ul><li>Log all cases and case activity in the case management system. Develop a strong working knowledge of the organization&rsquo;s software and processes.</li></ul></div><div><ul><li>Provide &ldquo;on call&rdquo; support on a rotating basis</li></ul></div><div><ul><li> Identify opportunities to improve or automate repetitive tasks</li></ul></div><div><ul><li> Assist the organization to better serve our clients using your knowledge and insight of our clients&rsquo; requirements and needs</li></ul></div><div><ul><li>Perform various other duties as assigned</li></ul></div><div></div><div><div><br>
Qualifications:</div></div><div><ul><li>Postsecondary education in Information Technology, Computer Science or another relevant field</li></ul></div><div><ul><li>Over 3 years of proven experience directly resolving technical issues via e-mail and telephone</li></ul></div><div><ul><li>Comprehensive understanding of Windows OS environments</li></ul></div><div><ul><li>Strong understanding of SQL Server administration or scripting</li></ul></div><div><ul><li>Strong general understanding of computer systems, mobile devices and other technologies</li></ul></div><div><ul><li>Functional understanding of change and release management</li></ul></div><div><ul><li>Experience with remote desktop applications and screen-share software (eg. MS Teams).</li></ul></div><div><ul><li>Experience with providing step-by-step technical help, both written and verbal</li></ul></div><div><ul><li>Certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred</li></ul></div><div><ul><li>Experience with the legal industry is preferred</li></ul></div><div><ul><li>Experience with accounting software is preferred</li></ul></div><div><div><br>
Personal Traits :</div></div><div><ul><li>Logical analyst with good attention to detail and strong technical skills and expertise</li></ul></div><div><ul><li>Dedicated advocate who keeps customers as a top priority when making all business decisions</li></ul></div><div><ul><li>Innovative problem solver who works well under pressure</li></ul></div><div><div>
&bull; Enthusiastic and independent contributor with good planning and time management ability &bull; Excellent verbal and written communicator with effective interpersonal skills</div></div><div><ul><li>Passionate technical learner keen to experiment with and adopt new methods</li></ul></div><div></div><div><div><br>
Workshift</div></div><div><ul><li> 9 AM to 5 PM Eastern Standard Time</li></ul></div><div><ul><li> Willing to work weekends (if required)</li></ul></div><div>
Exciting Benefits we offer:</div><ul><li><div>
Market-leading Salary</div></li><li><div>
Medical Coverage &ndash; Self &amp; Dependents</div></li><li><div>
Parents Medical Coverage</div></li><li><div>
Provident Fund</div></li><li><div>
Employee Performance-based bonuses</div></li><li><div>
Home Internet Subsidy</div></li><li><div>
Conveyance Allowance</div></li><li><div>
Profit Sharing Plan [Tenured Employees Only]</div></li><li><div>
Life Benefit</div></li><li><div>
Child Care Facility</div></li><li><div>
Company Provided Lunch/Dinner</div></li><li><div>
Professional Development Budget</div></li><li><div>
Recreational area for in-house games</div></li><li><div>
Sporadic On-shore training opportunities</div></li><li><div>
Friendly work environment</div></li><li><div>
Leave Encashment</div></li></ul><div></div><div><i>
Disclaimer:</i><i> At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we&rsquo;ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.</i></div><div></div><div><i>
In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.</i></div></div><div></div>

Technical Support Analyst

American Technology Consulting LLC

<div><p>The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.</p><p></p><p><br>
This team teleworks on every Friday.</p><p>
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-</p><p>
1101 South Front St., Harrisburg, PA 17104</p><p>
Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesn't charge for badges there.</p><p></p><p><br>
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.</p><p></p><p><br>
PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn&rsquo;t have people and customer service skills.</p><p></p><p><br>
The Help Desk Analyst performs the skills listed below-</p><ul><li>Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.</li><li>Investigates and resolves computer software and hardware problems of users.</li><li>Answers questions, applying knowledge of computer software, hardware, systems, and procedures.</li><li>Talks with technical and non-technical co-workers to research problem and find solution.</li><li>Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.</li><li>Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.</li><li>Follow quality standards and displays strong customer service skills.</li><li>Able to work in a team environment.</li><li>Complete assigned tasks.</li><li>Excellent communication skills; both written and spoken.</li><li>Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory</li><li>Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.</li><li>Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.</li></ul><p></p><p><br>
Required Skills:</p><ul><li>Experience with call tracking and ticketing software</li><li>Attentive to details and ability to be resourceful (using supplied documentation)</li><li>Ability to support users with limited knowledge of computers, software, hardware, and systems</li><li>Above average communication skills and telephone manner.</li><li>Excellent organizational skills</li><li>Basic User &amp; Security Group Active Directory administration</li><li>Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365</li><li>Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)</li><li>You will be a self-motivated achiever who gains satisfaction from providing excellent customer service</li><li>1+ years previous IT Service Desk and/or Call Center experience required.</li></ul><p></p><p><br>
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks&rsquo; notice beforehand.***</p></div>

Muller's Solutions

<div><p>M&uuml;ller's Solutions is seeking a dedicated Helix Support / Technical Support Analyst to join our remote team. In this role, you will provide exceptional technical support for Helix environments, assisting clients in troubleshooting and resolving issues related to version control, software deployments, and integration processes. You will collaborate with both customers and internal teams to ensure that Helix is used efficiently and effectively, while also contributing to ongoing improvements in our support processes.</p><p></p><p><b><br>
Key Responsibilities:</b></p><ul>
<li>Provide first-level technical support for Helix users, addressing inquiries and resolving issues in a timely manner.</li>
<li>Troubleshoot and diagnose problems related to Helix Core, including configuration, integration, and performance issues.</li>
<li>Assist in the onboarding and training of clients on Helix functionalities and best practices.</li>
<li>Document technical issues and solutions in detail to create a knowledge base for internal and customer use.</li>
<li>Collaborate with development and DevOps teams to understand client needs and implement effective solutions.</li>
<li>Stay current on Helix product updates and enhancements, effectively communicating changes to clients.</li>
<li>Participate in continuous improvement initiatives to refine support processes and tools.</li>
</ul><p><b>Requirements</b></p><p><b>
Requirements:</b></p><ul>
<li>Bachelor's degree in Computer Science, Information Technology, or a related field.</li>
<li>2-4 years of experience in technical support, preferably in a software or version control environment.</li>
<li>Strong knowledge of Helix Core and experience with version control systems.</li>
<li>Excellent problem-solving skills and the ability to articulate technical concepts to non-technical users.</li>
<li>Experience with scripting or automation tools to support troubleshooting efforts is a plus.</li>
<li>Strong communication skills and ability to work well in a remote team environment.</li>
<li>Customer-focused mindset with a commitment to providing exceptional support.</li>
</ul><p><b>Preferred Qualifications:</b></p><ul>
<li>Experience with CI/CD processes and tools.</li>
<li>Familiarity with other version control systems (e.g., Git, SVN) and software development methodologies.</li>
<li>Previous experience in a remote support role or IT service management.</li>
<li>Relevant certifications in IT support or Helix administration are advantageous.</li>
<li>Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.</li>
</ul><p><b>Benefits</b></p><p>
Why Join Us:</p><p></p><p>
Opportunity to work with a talented and passionate team.</p><p>
Competitive salary and benefits package.</p><p>
Exciting projects and innovative work environment.</p></div>

BMC Helix Support / Technical Support Analyst-Remote

Müller's Solutions

<div>
 M&uuml;ller's Solutions is seeking a dedicated Helix Support / Technical Support Analyst to join our remote team. In this role, you will provide exceptional technical support for Helix environments, assisting clients in troubleshooting and resolving issues related to version control, software deployments, and integration processes. You will collaborate with both customers and internal teams to ensure that Helix is used efficiently and effectively, while also contributing to ongoing improvements in our support processes.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide first-level technical support for Helix users, addressing inquiries and resolving issues in a timely manner
  </li>
  <li>
   Troubleshoot and diagnose problems related to Helix Core, including configuration, integration, and performance issues
  </li>
  <li>
   Assist in the onboarding and training of clients on Helix functionalities and best practices
  </li>
  <li>
   Document technical issues and solutions in detail to create a knowledge base for internal and customer use
  </li>
  <li>
   Collaborate with development and DevOps teams to understand client needs and implement effective solutions
  </li>
  <li>
   Stay current on Helix product updates and enhancements, effectively communicating changes to clients
  </li>
  <li>
   Participate in continuous improvement initiatives to refine support processes and tools
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  Requirements:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or a related field
  </li>
  <li>
   2-4 years of experience in technical support, preferably in a software or version control environment
  </li>
  <li>
   Strong knowledge of Helix Core and experience with version control systems
  </li>
  <li>
   Excellent problem-solving skills and the ability to articulate technical concepts to non-technical users
  </li>
  <li>
   Experience with scripting or automation tools to support troubleshooting efforts is a plus
  </li>
  <li>
   Strong communication skills and ability to work well in a remote team environment
  </li>
  <li>
   Customer-focused mindset with a commitment to providing exceptional support
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience with CI/CD processes and tools
  </li>
  <li>
   Familiarity with other version control systems (e.g., Git, SVN) and software development methodologies
  </li>
  <li>
   Previous experience in a remote support role or IT service management
  </li>
  <li>
   Relevant certifications in IT support or Helix administration are advantageous
  </li>
  <li>
   Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 Why Join Us:
 <br/>
 <br/>
 Opportunity to work with a talented and passionate team.
 <br/>
 <br/>
 Competitive salary and benefits package.
 <br/>
 <br/>
 Exciting projects and innovative work environment.
</div>


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