We are seeking an experienced and technically adept Technical Support Analyst II to join our dedicated support team. The ideal candidate will have a proven track record of providing effective technical assistance, a deep understanding of IT systems, and the ability to handle more complex issues independently. As a Technical Support Analyst II, you will play a crucial role in delivering high-quality technical support, mentoring junior team members, and contributing to process improvement initiatives.
What You'll Do:
- Diagnose and troubleshoot technical problems related to software, hardware, network connectivity, and system configurations across multiple skills and/or product lines and via multiple channels (phone, chat, email).
- Conduct in-depth troubleshooting and root cause analysis for software, hardware, and network-related problems.
- Collaborate closely with cross-functional teams, including engineering and product development, to identify and resolve technical challenges.
- Mentor and assist junior technical support analysts, sharing your expertise and providing guidance in complex issue resolution.
- Participate in the creation and refinement of support processes, suggesting improvements based on customer interactions and feedback.
- Develop and deliver technical training to team members, ensuring the continuous skill development of the support team.
- Serve as a point of contact for escalated customer issues, ensuring effective communication and timely problem resolution.
- Contribute to the knowledge base by documenting solutions to complex technical problems and sharing insights from your experience.
- Stay updated with industry trends, emerging technologies, and best practices in technical support and IT systems.
- Assist in the development of advanced troubleshooting guides, technical documentation, and self-help resources.
- Participate in on-call rotations and provide off-hours support as needed.
Who You Are:
Some of the things required to be successful in the role:
- At least 2 - 4 years of proven experience in technical support roles, with a strong record of resolving technical issues.
- Proficient in SQL Server/Express, SQL Queries
- Knowledge of IBM Cognos 10/11
- Experience in Health Informatics or Quality Testing fields are considered an asset
- IT Training and Technical Writing
- Proficiency in diagnosing and troubleshooting advanced software, hardware, networking, and system-related problems.
- Excellent communication skills, both written and verbal, with the ability to convey technical information effectively.
- Mentoring skills, with a desire to help junior team members grow and develop.
- Ability to work independently, prioritize tasks, and manage multiple complex issues simultaneously.
- Dedication to delivering exceptional customer service and ensuring high levels of customer satisfaction.
- Comfort working with common network services like DNS, Web Servers, FTP - SFTP, Email and Database Analytics
- Demonstrated experience with the Microsoft Windows 10, 11 platform including Desktops and Servers
- Ability to work in a fast-paced environment.
- Flexible and willing to adjust to business demands.
- Experience in a technical support center, preferred.
- Salesforce.com experience is a plus.
- Solid understanding of networking protocols TCP/IP, FTP - SFTP
- Experience in a 24/7/365 work schedule environment
- Professional certifications are a plus: Network+, A+ other industry certifications
- Bachelor’s degree in Computer Science or equivalent education and/or work experience
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment this includes:
- Competitive health plan (medical, dental, & vision insurance)
- RRSP with company match
- Telemedicine service provided by ESO
- Front-loaded vacation and sick time
- Employee Assistance Program (EAP)
- Peace of mind benefits such as life insurance and disability insurance
- Casual office environments and unlimited office snacks and drinks
About ESO
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.
Applicant Privacy Notice – please click here to review the applicant privacy notice which details how your data is collected, used and protected.
What We Do
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our four US offices and our Belfast, Northern Ireland office.
We believe in the power of data to improve community health and safety. That’s not just some lofty corporate vision statement — it’s something we live, breathe and see the results of every day. We approach our work as if the lives of our own families and friends depended on the results. Because a lot of the time … they do.
Why Work With Us
We believe in taking great care of our customers and our employees. We believe work ought to be both challenging and fun. (Otherwise what’s the point?) We believe it’s worthwhile to continually push for something better, to pursue excellence for the sake of excellence, and to hold each other to the same standard.
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