CLOUD SUPPORT ANALYST

About Us

Were here for the hardworking businesses that keep the world turning. Theyre the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working handinhand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fastchanging reality. We accelerate every customers ambitions, whether to grow and transform, or simply become more productive and effective. Thats what makes us the essential partners for the worlds most essential businesses.

About the Role

The role of a member of the Epicor Cloud Services team is to manage incidents, changes and problems reported by the hosted customers, attend monitoring alerts and work in accordance to internal Standard Operating Procedures. The day to day tasks may include troubleshooting, investigating system issues, updating ticketing tools, answering emails, telephone calls, updating and following up with customers questions and enquiries. Activities may also include updating documentation, testing solutions, developing scripts and fixes, as well as writing adjusting reports and coordinating issues with other departments.

What Youll Do
Investigate and analyze reported users queriesissuesproblems from external customers through to a satisfactory conclusion within the SLAs that are specific to the customer.
Ensure that the recommendations solutions are in accordance to the Standard Operating Procedures and customers system design.
Update userscustomers during the troubleshooting and lifecycle of the issue, ensuring the customer is always uptodate.
Test solutions, scripts and fixes within parameters provided by the customer management, and coordinating issues with other departments.

Produce necessary documentation of Epicor Cloud Services services and users.
Coordinate with the customers on solutions to be completed at the customers site.
Prepare and provide execution instructions for the relevant users and customers.
Consult with experts outside of department where issues that cannot be solved.

What You Need to Succeed
Good knowledge of computer technology see technology skills list.
Fluent spoken and written English language
Enthusiasm and willingness to learn and develop
Consulting andor support experience
Weekend availability

Additional Skills That Could Set You Apart
Microsoft Windows Server
Microsoft Active Directory
Microsoft RDS
Microsoft IIS
Microsoft SQL

Microsoft SQL SSRS, SSIS
Transport Layer Security [TLS]
ServerSide Printing
File Transfer Protocol [FTP]
VMWare

Why You Should Click Apply

You can expect a great team environment along with a career path that can take you into other areas of Support or Consulting. If you dont have all of the listed skills, know that we offer a comprehensive training to set you up for success.
Bolsa de trabajo México ofrecemos puesto de Cloud Support Analyst para el sector de Informatica Telecomunicaciones en la empresa Epicor Software Mexico SA de CV de Monterrey. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.