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IT internships for the summer with N(i)2

Technical Support Representative

Job Responsibility

As a member of the Ni2 Technical Support team you will be working in a dynamic environment providing 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.

The N(i)2 Suite is a suite of IT management products. For more information, please visit www.ni2.com.

Key Responsibilities

Recording, analysis, prioritization, escalation, tracking and feedback of all cases received at the support department received 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 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

Test N(i) 2 software

Maintain the N(i)2 test infrastructure

Academic Background and Work Experience:

University or college degree in an IT related field (Computer Science, Communications, and Business) or equivalent work experience Minimum of 5 years experience working in application support environment

Required technical skills

Java / JSP / J2EE Application server (JBoss, BEA Weblogic)

Knowledge of Oracle, DB2, PosGres would be an asset

Good knowledge of Service Desk tools and their implementation

Solid understanding of multi-tier and open architecture platforms

Expert analytical skills at multiple product/multiple environment levels

Excellent understanding of entire development process, including specification, documentation, and quality assurance

Knowledge of ITIL Practices

Personal characteristics

Bilingual (English and French); Spanish an asset.

Strong organizational skills

Strong communication skills, both written and verbal

Diplomacy

Proactive

Must work well under pressure to meet the demands of our customers

Service oriented and solution driven

Team oriented, with the ability to work independently

Ability to multi-task

Analytical and problem solving skills

Flexible shift schedule to cover required periods of coverage