Intermediate Technical Support Analyst

Responsibilities

• Respond promptly to customer support requests via telephone, email, and support portal.
• Troubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelines.
• Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs).
• Collaborate with Product and Professional Services staff to provide information that assists in resolving escalated issues.
• Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base.
• Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates.
• Stay current with product changes and updates by participating in training and reviewing release documentation.
• Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to procedures.
• Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments).
• Occasionally travel to customer sites to provide support, as assigned.

Requirements

• Certificate or Diploma in Information Technology preferred, or equivalent related experience.
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications.
• Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
• Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required.
• Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting.
• Exposure to reporting tools such as Crystal Reports is a plus.
• Hands-on experience providing support for Java applications, including troubleshooting and maintenance.
• Familiarity with the justice field and terminology is an asset, but not required.
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.

Benefits

Competitive compensation based on skills, experience, and years of service.
Quality medical, dental and vision coverage.
Competitive paid time off as well as paid holiday time.
401(k) retirement (US) and GRRSP (CDN) programs.
Annual professional development funds - $1,500 USD annual per employee.
Book subscriptions with an extensive library in each office for personal and professional growth.
Flexible working hours which you can coordinate with your supervisor.
Ability for employees to work from a remote location (e.g., home) or office.
Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.
Travel opportunities between Journal Technology offices and with clients.