Apprentice Software Support Engineer

MediSolution; Virginia (MN); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in software solutions is seeking an Apprentice Software Support Engineer to provide technical assistance for i2 software applications. This role involves troubleshooting, customer support, and collaboration with development teams to enhance software functionality. Ideal candidates will have a Bachelor's degree in a related field and a passion for technology.

Benefits

Comprehensive benefit package

Opportunity to learn

Casual work environment

Qualifications

• Bachelor's degree in Computer Science or related field required.
• Proven experience in technical support or help desk role desirable.
• Familiarity with i2 Software and troubleshooting tools is a plus.

Responsibilities

• Provide technical assistance and support for i2 software applications.
• Diagnose and troubleshoot software issues reported by end-users.
• Document support requests and create knowledge base articles.

Skills

Communication

Problem-solving

Analytical abilities

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Relevant certifications (e.g., ITIL, Microsoft Certified)

Tools

Salesforce

JIRA

Job description

Apprentice Software Support Engineer page is loaded

Apprentice Software Support Engineer

Apply locations Virginia, United States Nevada, United States Oregon, United States Oklahoma, United States Georgia, United States time type Full time posted on Posted 3 Days Ago job requisition id R0030096

The Apprentice Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.

Issue Resolution:

• Identify, document, and resolve software bugs and issues.
• Escalate complex issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.

Documentation:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.

Qualifications:

• Education:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (Essential ).
  • Relevant certifications (e.g., ITIL, Microsoft Certified ) are a plus.
• Experience:
  • Proven experience in a technical support or help desk role. (Desirable)
  • Experience with software troubleshooting and diagnostic tools. Desirable)
  • Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). Desirable)
  • Familiarity with i2 Software (Desirable)
• Technical Skills:
  • Proficiency in operating systems (Windows, macOS, Linux). (Desirable)
  • Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle) (Desirable)
  • Understanding of networking fundamentals and protocols. (Desirable)
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and as part of a team.
  • Patience and a positive attitude when dealing with challenging customer situations.

Work Environment:

• Remote work environment.
• Requires occasional on-call weekend support.

About Us:

Our intelligence analysis software tools help analysts transform data real-time enabling customers to better leverage data and to detect, disrupt and defeat sophisticated threats. Customers are better able to track critical missions across law enforcement, fraud and financial crime, military defense and national security.http://i2group.com

As a Harris Computer company, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

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Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.

Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!

Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!

• We empower our employees to make a difference
• We have an award winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture and initiatives!

Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [e-mail]

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