Senior Engineer / IT Support Analyst

Summary

Join our Digital Product Engineering company as an IT Support Analyst specializing in Epicor Bistrack & Lumbertrack! This 12-month+ remote position (100% remote in the USA) requires 5+ years of experience. You will provide front-line software support, resolve tickets, perform root cause analysis, and support multiple software platforms. The role demands exceptional service, user administration, site visits for training, and collaboration with vendors. You'll leverage your skills in SSIS, SSRS, and SQL programming. This is a fantastic opportunity to contribute to a dynamic and non-hierarchical work culture.

Requirements

• Five or more years of hands-on experience working in an end-user software support role or computer operations environment required (preferably Epicor Bistrack & Lumbertrack)
• Microsoft Office Products
• User Software Support
• Must be a seasoned Multi-Tasker
• Maintain excellent problem solving skills
• Excellent Training Skills
• Skilled Data Analytics
• Bachelor Degree in Computer Science or Post-Secondary Diploma in Computer Systems Technology, or equivalent combination of education and experience
• Five or more years of related experience working in an IT support role
• Strong working knowledge of computer software and Data Analysis
• Experience in maintaining business applications as well as Document them in knowledge base
• Trouble Log Management are significant assets

Responsibilities

• Provide front-line primary software support to end users on various technical and transactional issues
• Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA
• Diagnose, evaluate and resolve complex problem situations, and when appropriate, escalate or route them to appropriate staff members or external support services
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Support multiple software platforms with greatest emphasis on Epicor ERP System Products. This position does require independent work, sharing of information and assisting others with work related items
• Provide exceptional service in person, via phone/Teams and email as appropriate
• Resolve Software related issues
• Perform user administration duties – maintaining software reported trouble tickets
• Perform site visits as needed for support and application user training
• Working knowledge of SSIS, SSRS and SQL programming
• Create and maintain working relationships with vendors
• If needed, be on on-call rotations

Preferred Qualifications

Dynamics 365 ERP Service Management