Technical Support Professional
1 day ago
Are you ready to embark on a technical adventure? As a Technical Support Professional, you will be part of an elite team that provides exceptional technical assistance, enabling clients to achieve their desired business outcomes.
You will be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. You will be the go-to person for clients who require assistance with highly technical or sophisticated products, as well as for customer installations and training.
With your passion for technology, you will provide world-class support that exceeds client expectations. You will perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that client issues are resolved efficiently and effectively.
You will also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.
Key Responsibilities:- Monitor and manage incoming tickets, ensuring all incidents and service requests are logged, categorized, and prioritized appropriately
- Accurately determine issue severity and complexity to classify as Level 1 or Level 2
- Escalate unresolved issues to higher-level teams or external vendors while maintaining ownership until resolution
- Conduct initial investigation and root-cause analysis for reported incidents
- Troubleshoot and analyze technical and functional issues in modules including AP, AR, GL, FA, HR, Banking, and others
- Maintain professional and timely communication with users, keeping them informed about issue progress and resolution timelines
Imagine being part of a dynamic team that values your growth and development. As a Technical Support Professional, you will receive extensive and diverse technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You will have the opportunity to pursue a career in advanced technical roles and beyond, taking your future to the next level.
Required Skills and Qualifications:- 34 years of experience in a Support Analyst or similar role
- Proven experience in ERP system support, particularly Maconomy
- Comprehensive knowledge of Maconomy Financials modules, including Accounts Payable, AP, Accounts Receivable, AR, General Ledger, GL, Fixed Assets, FA, Human Resources, HR, Sales Orders, Timesheets, Expenses, Contract Management, Subscriptions, Reporting, and Banking
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