Job Responsibility

As a member of the Ni2 Technical Support team you will be working in a dynamic environment providing first level service and troubleshooting technical support for our customers and partners on the Ni2 Product. It is the Technical Support Representative’s
responsibility to ensure a great level of quality and responsiveness. This is a technical and customer support role where a combination of excellent customer service abilities and deep technical knowledge will play a key role in the success of the individual.

 

Key Responsibilities

  • Recording, analysis/troubleshooting, prioritization, escalation, tracking and feedback of cases received at the support department electronically or via telephone
  • Determine seriousness and /or potential impact of problems, relying on defined procedures, accessible tools and individual judgment in resolution or referral to higher levels of authority and/or expertise
  • Monitor incidents, problems and requests and participate in the escalation process
    Follow up and escalate unresolved incidents
  • Make product and upgrades available to customer or partner – Coordinate process (including license agreement, license management)
  • Report internally and to customers or partners
  • Maintain a positive, highly professional and proactive attitude towards customer inquiries to ensure quality standards and customer satisfaction is maintained
  • Learn and Test Ni2 software

Academic Background and Work Experience

  • University or college degree in an IT related field (Computer Science, Software Engineering and other scientific fields) or equivalent work experience
  • Minimum of 2-3 years experience working in application support environment

Required technical skills

  • Excellent analytical and problem solving skills
  • Working experience with various databases (ex. PostgreSQL,SQL Server, Oracle) and application servers environments (JBoss)
  • Solid understanding of multi-tier and open architecture platforms
  • Good knowledge of Service Desk tools and their implementation
  • Good knowledge of Data Center or Telecom Operators’ Operations

Nice to have

  • Experience with other Enterprise Software
  • Knowledge of ITIL Practices or ITIL certification
  • Knowledge of Windows Servers 2008
  • Xml and JSP
  • Basic knowledge of Unix (Linux, Solaris)

Personal characteristics

  • Bilingual (English and French)
  • Strong listening, questioning and communication skills, both written and verbal
  • Strong listening and questioning skills
  • Strong organizational skills and ability to multi-task
  • Diplomacy and empathy
  • Proactivity
  • Ability to multi-task
  • Service oriented and solution driven
  • Team oriented, with the ability to work independently

Terms of employment

Full-time, permanent position based in Montreal. Available shortly.
If you are interested, send us your resume quickly! Only candidates selected for an interview will be contacted.

Please send your resume to: careers@ni2.com