Application Support Analyst

Summary

Join Intelerad as an Application Support Analyst and provide technical support and guidance to clients. You will address incidents related to server-side and client-side applications, utilizing advanced troubleshooting skills and excellent communication. Responsibilities include meeting service level agreements (SLAs), logging incidents, analyzing and resolving issues, and proactively monitoring client installations. The role requires a degree in Computer Science or equivalent, 2 years of experience in Windows administration and technical support, and proficiency in various technologies. Excellent communication skills in English and French are essential. This position offers the opportunity to contribute to a dynamic team within a leading healthcare technology company.

Requirements

• 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

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 article