Software Support Analyst

Description:

Work Experience: 3-5+ years Software Support, Dynatrace monitoring alerts, Azure, SQL, SQL Queries, API, mobile, troubleshooting, Bilingual French/ English

DESCRIPTION:

• Provide technical software support to end-users via phone, email, or in person, ensuring timely resolution of issues.
• Review daily monitoring alerts.
• Troubleshoot issues, including network connectivity issues and application errors.
• Collaborate with other IT team members to identify and resolve complex technical issues.
• Document all technical support activities, tickets, including issue resolution and troubleshooting steps.

REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5+ years of experience as an L2 Software Support Analyst.
• Strong knowledge of computer hardware, software, networks, and operating systems.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Be part of a 3-person L2 support team. The core team is 15 people.
• Customer-oriented approach with a focus on providing exceptional support.
• Ability to prioritize and manage multiple tasks effectively.
• Experience with Azure, SQL, SQL Queries, API, mobile
• Knowledge of Dynatrace platform ie monitoring, alerts
• Bilingual in French and English - mandatory