The Application Support Analyst is responsible for providing technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.

Duties/Responsibilities:

• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications

• Log and document all incidents within a ticketing system and problems within ServiceNow

• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies 

• Refer incidents to other parties when an incident is beyond your current skill-set 

• Proactively monitor, document and fix problems or anomalies found at our clients’ installations

• Manage and exceed customers’ expectation by providing excellent service

• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications 

• Versatility to rotation shift & pager scheduling 

• Participate in sharing knowledge and publishing Knowledge articles 

• Participate in any project deemed necessary by the organization

Qualifications

• Degree in Computer Science or equivalent 

• 2 years of work experience in Windows administration and technical customer support and/or a tertiary degree in a computer related field

• Knowledge of Microsoft Windows operating systems for Servers and Workstations

• Excellent communication skills in English and French (verbal and written)

• Experience running queries in Microsoft SQL Server 

• Knowledge of Linux 

• Remote troubleshooting (ssh, VPN tunnels) 

• Experience in a medical and/or research environment 

• Highly motivated and customer focused

• Excellent professional communication skills (verbal, and written)

• Team oriented

• Attention to detail

• Strong problem-solving skills

• Remote server hardware diagnosis

• MS SQL Administration

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

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