Tier 2 Software Support

  • Job type

  • Location

  • Profession

  • Industry

    Technology & Internet Services
  • Pay


Tier 2 Software Support – Contract / CTP – Remote – $30.00-$60.00/hr.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Our client is seeking a Tier 2 Software Support for a remote opportunity.

Role Description

The IT Support Analyst’s primary responsibility is to respond to support tickets. The responsibilities of an IT support analyst include responding to technical queries and issues and resolving problems.

The IT Support Analyst will provide exceptional customer service and efficiently perform user administrative responsibilities for internal and external customers. The IT Support Analyst role requires exceptional customer service, problem-solving skills, and a solid knowledge of IT solutions.

The IT Support Analyst is also responsible for improving the customer service experience (internal and external) meeting established metrics and successfully completing projects as assigned. The IT Support Analyst will collaborate closely with the Product Engineering Team to triage and curate incidents that require resolution in products and enable a closed loop communication to customers when application Bugs are identified.

• Perform analysis of root causes for customer reports, customer access, application access and permissions issues as needed.

• Create and curate a knowledge base to ensure repeat issues are resolved quickly or can be resolved in a self-service fashion.

• Restoring non-production environments for testing, development, and training.

• Identify common reoccurring cases and document case resolution for future reference.

• Develop recommendations for procedures to prevent ongoing problems.

• Automate recurring incident resolutions based on documentation when possible.

• Triage and analyze escalated incidents to enable curation of incidents and conversion to Bugs by coordinating with Product Management. May include review of .NET, SQL and other code to triage and analyze.

• Facilitate and complete new customer onboarding.

• Enable Tier 1 Support by documenting and automating customer onboarding processes (where possible)

• Oversee computer systems and providing system support (reimaging, installation, new laptop configuration).

• Manage, configure, and respond to customer data requests and create, configure, and manage reports.

• Document, monitor, and correct Email/XML/CSV/Elastic Search Push/Sync Failures.

• Quarterly Access Rights Audit Reporting

• Other duties as assigned.

Skills & Requirements

• Working knowledge to intermediate proficiency in TSQL and 1 or more programming languages (e.g. VB. Net, and C#, TypeScript, Python, etc.).

• Proficiency in Microsoft Office 365

• Proficiency in Mac OS, Windows, and Windows Server.

• Proficiency in managing Active Directory

• Working knowledge of AWS Serverless services, monitoring, and logging.

• Ability to automate common tasks or create tooling / internal apps in various languages.

• Exceptional customer service and communication skills.

• Degree in Computer Science, Information Technology, or related field

• Equivalent Experience in the IT field.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.


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