Senior Engineer / IT Support Analyst -- Epicor Bistrack & Lumber track

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Role - IT Support Analyst with Epicor Bistrack & Lumber track
Location – 100% Remote USA
Duration – 12 Months + Possible extension
Experience Required – Minimum 5 Years

Must have skills:
Epicor Bistrack & Lumber track (Expert)

Good to have skills:
Dynamics 365 ERP Service Management 

Position Description: 
• Provide front-line primary software support to end users on various technical and transactional issues. 
• Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. 
• Diagnose, evaluate and resolve complex problem situations, and when appropriate, escalate or route them to appropriate staff members or external support services. 
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. 
• Support multiple software platforms with greatest emphasis on Epicor ERP System Products. This position does require independent work, sharing of information and assisting others with work related items. 

Essential Duties and Responsibilities: 
• Provide exceptional service in person, via phone/Teams and email as appropriate 
• Resolve Software related issues 
• Perform user administration duties – maintaining software reported trouble tickets 
• Perform site visits as needed for support and application user training 
• Working knowledge of SSIS, SSRS and SQL programming.
• Create and maintain working relationships with vendors. 
• If needed, be on on-call rotations. 

What you bring to the team: 
• Five or more years of hands-on experience working in an end-user software support role or computer operations environment required (preferably Epicor Bistrack & Lumbertrack). 
• Microsoft Office Products 
• User Software Support 
• Must be a seasoned Multi-Tasker 
• Maintain excellent problem solving skills
• Excellent Training Skills 
• Skilled Data Analytics 

Required skills/experience: 
• Bachelor Degree in Computer Science or Post-Secondary Diploma in Computer Systems Technology, or equivalent combination of education and experience 
• Five or more years of related experience working in an IT support role. 
• Strong working knowledge of computer software and Data Analysis 
• Experience in maintaining business applications as well as Document them in knowledge base. 
• Trouble Log Management are significant assets.
 

Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.