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 direct customers and external partners. It is the Technical Support Representative’s responsibility  to ensure this 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, prioritization, escalation, tracking and feedback of all cases received at the support department electronically or via telephone
  • Secure necessary information (including software and hardware configurations) to identify nature of problem(s) in order to resolve or escalate to a higher level of authority and/or expertise
  • Troubleshooting Ni2 application software issues reported by customers
  • Monitor incidents, problems and requests and participate in the escalation process
    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
  • Maintaining customer contact and call ticket information within an existing database
  • Escalate Trouble Tickets to 2nd-3rd level as required by departmental guidelines
  • Follow up and escalate unresolved incidents
  • 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
  • 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

  • Expert analytical and problem solving skills at multiple product/multiple environment levels
  • Working experience with various databases (supporting 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
  • Knowledge of ITIL Practices

Nice to have

  • Knowledge of Windows Servers 2008
  • ITIL certification
  • Xml and JSP
  • Understanding of security aspects
  • Knowledge of LDAP (AD)
  • Basic knowledge of Unix (Linux, Solaris)
  • Good knowledge of TCP/IP, VLAN, VPN, network topology
  • Good knowledge of virtualization
  • Excellent understanding of entire development process, including specification, documentation, and quality assurance

Personal characteristics

  • Bilingual (English and French)
  • Strong communication skills, both written and verbal
  • Strong listening and questioning skills
  • Strong organizational skills
  • Diplomacy
  • Empathy
  • Proactive
  • Ability to multi-task Performs well under pressure to meet the demands of our customers
  • 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 resumé quickly! Only candidates selected for an interview will be contacted.
Please send your resume to: careers@ni2.com