Jr. Application Support/IT Engineer

  • location: Irvine, CA
  • type: Permanent
  • salary: $60,000 per year

job description

Jr. Application Support/IT Engineer

job summary:
A world leading cloud knowledge management solution firm is seeking a Application Support/IT Engineer. This individual will have solid engineering skills and be adept at delivering exceptional customer service. The Customer Advocacy Center (CAC) has been and will continue to be focused on improving customer experience on advocating and delivering the best possible product for the customer. The customer is at the heart of everything. The Application Support/IT Engineer is a key team member within the CAC and a significant touch point for the customer base.

**Candidate must be located within the Pacific Time Zone

The Role Requires:

- The provision of excellent and proactive support and customer service to Panviva customers, partners and staff

- An innovative mindset to continually improve and enhance the customer experience

- Product related pre-and post-sales assistance where required

- A solid understanding of cloud technologies to trouble-shoot, monitor and proactively investigate issues

- The delivery of smooth upgrades and implementations via automation technologies and monitoring

- The ongoing performance monitoring and maintenance providing continuous improvements to processes and procedures

- Support through a variety of different communication channels - potentially: email, phone, tickets, chat. - The maintenance of customer docu

location: Irvine, California
job type: Permanent
work hours: 8am to 4pm
education: Bachelors
- Provide high level of customer service and support to Panviva customers, partners, prospects and internal staff (which could involve being on-call)

- Troubleshoot issues raised and have an ability to communicate issues and resolutions in both the customers and the developer's language

- Work with the development and QA teams to identify bugs, resolve issues and test changes

- Be accountable and responsible for the resolution and communication of customers concerns

- Communicate with staff and customers via phone, email or case responses

- Investigation, resolution and escalation of support tasks

- Responsible for technical internal product documentation of new releases and technical training material

- Perform routine maintenance tasks

- Engage customers proactively to offer guidance and assistance

- Respond to customer support calls and queries within required timeframes and service levels Implementations and Upgrades

- Work with the Customer Advocacy Centre (CAC) on new implementations and product upgrades as required

- Ensure implementation documentation and checklists are accurate and current

- Ensure all deployments are functioning and working according to expectations Training

- Continually undertake training yourself to be kept up to date

Essential Skills:

- Excellent customer service skills with a focus on empathy, resourcefulness and responsiveness

- Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles

- Display a sense of urgency

- Good attention to detail

- Basic (or greater) understanding of Linux, SQL server 2012, Windows server 2012

- Knowledge of HTML, XML or CSS - Ability to empower end-users to support themselves using our knowledge base

- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

-Able to work under pressure when there are critical issues and during busy periods

-Able to work in a team and at times autonomously

- Someone who can think outside the box / use their initiative in making decisions


- Understanding of SQL server 2012

- History in supporting and troubleshooting cloud-based products

- Basic (or greater) understanding of DevOps from both an operational and development perspective

- Understanding of Windows Server 2012

- Familiarity of RDP tools and TCIP/networking connectivity

- Understanding of monitoring tools such as New Relic (or similar) would be desirable

- Experience with using Puppet would be looked upon favourably

  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: Bachelors
  • SQL
  • Cloud
  • Support
  • Customer Relationship
  • QA
  • HTML
  • CSS
  • Windows
  • Puppet
  • DevOps

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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