Support Analyst

Job Duties/Responsibilities

• Provide technical assistance by responding to tickets regarding errors, problems or configuration changes with the software. This assistance is via email, phone or remote screen-sharing applications such as Teams, Zoom or Webex.
• Perform infrastructure troubleshooting as needed for software issues in Windows environments
• Apply SQL knowledge to facilitate resolution of support issues.
• Escalate issues following established escalation protocols.
• Manage customer expectations with regard to resolution timeframe and status.
• Maintain detailed case notes and time accounting for all cases assigned to you
• Responsible for one on-call/after hours weekly shift every 4 weeks.
  

Minimum Qualifications

• Technical degree (B.S) and minimum of two years software support experience
• Superior analytical and problem-solving skills
• Proven ability to quickly learn and understand complex topics
• Proven ability to handle multiple cases simultaneously, with an eye for prioritization
• Experience with multiple server and workstation Windows OS platforms.
• Experience/knowledge of MS SQL Server, SSRS Reports and SQL scripting
• Hands-on experience with one or more network and routing protocols
• Working knowledge of Citrix or Terminal Services
• Experience/knowledge of XSLT, HTML, JavaScript, Web applications and Web services
• Experience/knowledge providing technical support for multi-tenant SaaS applications a plus.
• Hands-on experience providing technical support for one or more of the following applications a major plus (Acumatica, Dynamics-GP, Dynamics 365 F&O or BC, NetSuite, Sage 100, Sage 300, Sage Intacct, Sage X3).
  

Beyond Limits provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Beyond Limits complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.