Application Support Specialist [24/05/2010]
Review ticket queue submitted to Autonomy Support in the on-line trouble ticket system and determine priority based on criteria set by management Take ownership of tickets by locking tickets in a personal queue, based on standard operating procedures Respond to client software problems or complaints ensuring that a ticket number is provided and that situations / issues are dealt with appropriately within the specified performance criteria and set goals Diagnose / troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions and inter-operability with other software and provide guidance by email, or by phone if required Provide service quality to clients by anticipating client needs and informing them of patch, fix, work-arounds and training available Repair problems via remote access on client system installations where such permission is granted Innovate and create client solutions and recommend changes to hardware and software architecture Replicate customer problems, test fixes and document solutions for use by the Autonomy-Support Team Contribute to knowledge database and FAQ database for each software component supported, by working alone or in a team-based environment, to establish best practices Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria Assume responsibility for escalated tickets if assigned to individual specialty Perform software installations for clients as required Document suggested enhancements / changes to Autonomy software to improve performance and / or usefulness of the Autonomy products Participate in providing training to potential Software Engineers and / or customers as required Maintain up-to-date knowledge of MS Exchange Server, IIS, SQL, SPS and other MS software utilities supported by the company at the MCSE / MCP level Support an Exchange / IIS / SQL (and Oracle DB or Notes) environment(s) as required Write and / or review technical documents for manuals, install guides, test cases, etc. as required Participate in QA testing and software upgrades including releases, patches and fixes, as directedSkills and Experience Required:
Knowledge of Lotus Notes, Windows 2000/2003, Exchange, SQL Server, Oracle DB or IIS and Client Server and/or multi-tear architecture utilizing RDBMS Programming background in Visual Basic and/or C/C++ Experienced in one of the following: HTML, ASP, XML Ability to work autonomously with flexibility and excellent judgment Ability to work effectively under pressure to meet deadlines Ability to work cooperatively as part of a team Foreign Language skills a plus Education:
Four (4) year degree in Computer Science or Information Systems from an accredited University.Job Type: Permanent
Location: Canada Alberta - Calgary
Salary: [n/a]
Date available: now
Experience Skills: Qualified
Company: Autonomy
Company Description: Autonomy is one of the world's most dynamic and well established software companies, and if you see your future at the forefront of technology then you should consider a career with us. Autonomy is currently recruiting graduates from top universities, with the skills and mindset to succeed in a fast-paced environment.
At Autonomy you'll work with great minds and at the cutting edge of technology, whether pursuing innovative solutions for technical problems, developing new product features or liaising with clients. It takes genuine talent to succeed at Autonomy, and you'll be joining the undisputed leader in a rapidly
Company Website: [n/a]
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