Spanish Technical Support Analyst (Enterprise Content Management ECM)

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Job ID:

455249

Location:

Richmond Hill, ON 

Category:

Computers/Info Tech

Salary:

$50,000 - $55,000
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Postal Code:

L4B1C2

Employment Type:

Full Time

Posted:

02.07.2019
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Job Description:

As a Support Analyst, you are responsible for evaluating, planning, configuring, implementing, controlling, monitoring, maintaining and troubleshooting secure computer environments with business continuity, while utilizing and enforcing best practices and standards. These responsibilities are generally associated with multiple function tasks of medium to large / high size, scope and complexity.

Primary Responsibilities
  1. Manage and maintain customer’s OpenText ECM environment
  2. Answer initial email requests or calls – perform entitlement
  3. Perform initial system diagnostics
  4. Perform problem isolation and troubleshooting analysis
  5. Provide Tier 2 support during regular business hours
  6. On-call during off hours for priority 1 and 2 severity issue
  7. Escalating OpenText Server related tickets which require longer resolution time or deeper understanding of the technology to Locus Systems Tier 3 Support.
  8. Assist and participate in work around solution or fixes development.
  9. Supporting other members of the Locus System Support Team to perform operations and maintenances.
  10. Perform on-going customer follow up and notifications based on duration of each case
  11. Update ticketing systems and monitor services level targets
  12. Providing weekly status updates to the Locus Systems Support Manager
  13. Work with Business Analysts, Project Managers, Developers, and clients/stakeholders to maintain and improve software performance.
  14. Analyze system performance and recommend improvements.
  15. Write and maintain systems, infrastructure, procedural and process documentation
  16. Provide technical assistance by responding to inquiries from others regarding errors, problems, or questions about software, hardware, systems and infrastructure
  17. Identify, analyze and devise solutions to business and technical information technology problems
  18. Interact with customers regarding system support needs
  19. Use established methodologies and documented procedures to perform assigned tasks and keep work / lab / data center environments clean, secure and well-maintained
  20. Manage work to meet milestones in accordance with the project plan and keep management and project managers informed of issues and status
  21. Recommend and evaluate new and more effective approaches to system support, including procedural changes, future hardware / software needs and tools to enhance productivity
  22. Participate on special project teams for development or corporate initiatives as such projects arise
  23. Provide support after hours to meet scheduled maintenance window and during critical production issues

Job Requirements:

Education:
  • Post-Secondary Degree in Computer Sciences or related field

Related Work Experience:
  • 1 year of experience on systems support
  • 3 years of combined experience in IT related work
 

Mandatory Requirements:

  • Must be fluent in Spanish and English both speaking and written
  • Proven experience with OpenText Content Server
  • Experience in commercial enterprise level software and system
  • Experience in Enterprise software installation and administration skills
  • Working knowledge of RDBMS such as Oracle or MS SQL Server
  • Working knowledge on ticketing systems
  • Understanding of IT project management
 

Skills: (e.g. problem solving, leadership, time management)

  • Demonstrate excellent in organization skills and time management
  • Excellent written and verbal communication skills
  • Excellent customer services skills
  • Excellent inter-personal skills
  • Positive and professional attitude


Working Environment:

  • Location: Richmond Hill, Ontario
  • Mon to Fri: 9am – 5pm, one day of weekend shift per month
Company Info
Locus Systems Inc. 146 West Beaver Creek Road Unit 1
Richmond Hill, ON, Canada

Phone: 9059480093
Web Site: www.locussystems.com

Company Profile


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