D2L Technical Support Analyst Full Time in Kitchener, ON


Branch Kitchener ON CA

Technical Support Analyst
Kitchener, ON

It. The Technical Support Analyst role requires an individual who has experience in resolving highly technical complex client issues….

What would I be doing in this role at D2L? The Technical Support Analyst role requires an individual who has experience in resolving highly technical complex client issues. You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing senior level technical support to clients. In this position you will provide support for clients from all verticals who are using our enterprise suite of eLearning web-based software.

What would my main duties be?

  • Troubleshoot software user issues and escalate to the appropriate team
  • Diagnose and resolve client system configuration issues
  • Assist with the administration of our Customer Care System
  • Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues
  • Develop, design and propose solutions to meet technological needs for users
  • Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
  • Develop strategies to increase client satisfaction and ensure an optimal level of service
  • Create and administer web profiles and filters
  • Develop support documents, FAQ’s and Knowledge-Based Articles
  • Manage outstanding development issues
  • Perform special projects as required
  • 24/7shift rotation and on-call support

What is D2L looking for from me?

  • 2 years’ experience with the above responsibilities
  • Advanced problem solving skills
  • In-depth knowledge of Internet technologies
  • Solid understanding of both hardware and software
  • Technical requirements include familiarity with programming, database design, HTML/XHTML, JAVA, JavaScript and ASP
  • Experience supporting a Learning Management System
  • Solid understanding of SQL server, and it’s tools(ie sql profiler)
  • Understanding what a harmful query is
  • Working knowledge of Powershell
  • Solid knowledge of IIS – Knowledge of Integration technologies (TurnItIn, LDAP, SSO, etc.)
  • Understanding of IIS
  • Understanding of Service Manager
  • Basic understanding of Network topography (Database, Exchange, App, File Servers and load-balancing)
  • Basic concept of cloud solutions/ VM environments
  • Experience with Fiddler and other Browser-based Analytics and Reporting tools
  • Experience with FTP
  • Working knowledge of BLTI
  • Webservices, REST and Soap APIs
  • Basic OOP knowledge
  • Basic SQL and command line scripting
  • Basic knowledge of full product development life cycle Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
  • Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records, focus on multiple priorities and handle high call volumes in a fast paced environment
  • Conflict resolution and problem solving skills are required to effectively deal with customers in crisis
  • Ability to relate in a professional, courteous, calm and friendly manner to all types of callers from different backgrounds who hold different positions
  • Fluency in English, both written and oral
  • Bilingual (English/Spanish) or (English/French) an asset

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Kitchener, ON, CA
Posted on: 2015-05-24
Posted by: