About this opportunity
INIT MENA lists this Software Support Analyst opportunity in chesapeake, Virginia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Software Support AnalystWe are currently looking for a highly motivated Software Support Analyst to join our Customer Support Team. This individual will assist the organization's end user community with resolution of technical and functional service requests. We need a self-starting, detail-oriented individual with the ability to communicate with our customers, analyze problems, and see them through to resolution.The individual will be required to contribute to other aspects of the Customer Support Team.Specific Job Functions:Serve as primary client contact for incoming support requests.Answers calls to the Customer Support Desk and accurately captures information on all service requests.Manage and resolve a range of customer support requests including more advanced technical issues with INIT's proprietary software and Windows server environments.Solves problems independently using experience and troubleshooting procedures.Resolve a majority of end user technical issues without need for further escalation or call routing.Manage customer support request with the help of internal teams as required.Communicate the status of support requests in a timely manner to our customers and internal parties through internal and external meetings.Conduct on-site system reviews including in person troubleshooting.Keep up to date on the latest technology around our integrated products.Continue to increase individual skills which aid in the support of our products.Shares knowledge and experience with other team members to supplement collective knowledge base.Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.Qualifications:Bachelor's degree in related field, or equivalent experience or associate's degree in related field with 2+ years' experience.Must be able to work rotating on-call shifts including nights, weekends, and holidays.Working experience with Windows/Linux TerminalsDesired Characteristics:Excellent verbal and written communication skills.Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences.High energy and a high degree of flexibility to adapt to challenges.Confidence in public speaking.Preferred Qualifications:Experience with ServiceNow and JiraITIL CertificationExperience with Java based softwareKnowledge of Oracle Databases and SQLTravel:Up to 20% across North America and internationallyWork Location:This position will be based at our North American corporate headquarters located in Chesapeake, Virginia (hybrid schedule).Benefits:Competitive paid time off, starting with 15 days of vacation, increasing with tenure, plus 11 paid holidays, a personal day, and a community service day6 paid sick days annuallyPaid parental leave100% employer-paid health and dental insurance for employees, with generous dependent coverage contributions401(k) with company match (currently dollar-for-dollar up to 5% of salary)Company-paid life insurance, plus short-term and long-term disability insuranceFlexible Spending Accounts (medical, dependent care, and limited FSA options) with employer contributions for eligible medical plansAnnual benefit allowance for optional employee benefitsContinuing education assistance and support for professional developmentOptional benefits include accident insurance, legal services, identity theft protection, adoption assistance, education assistance, and student loan repayment assistanceCompensation:The annual salary range for this position is $60,000 - $70,000, depending on experience. This does not include shift differential pay.INIT is an Equal Opportunity Employer
Worksite address
chesapeake, VA, 23320, US
Who can apply
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