Technical Support Officer / Application Support

We are looking for a Technical Support Officer ! A software agile person who's looking for new experiences in an amazing team !

Expand Technology is presently looking for a Technical Support to provide technical support to users in an efficient and accurate manner.

You will ensure effective delivery of quality solutions through testing and/or support.  You will also be responsible for finding and reporting bugs and potential issues in our products and solutions.

To succeed in this position, you will need to have a keen eye for detail and excellent communication skills. If you’re naturally a person that likes to get to the bottom of an issue and produce creative solutions, then we’d like to meet you.

Ultimately, you will be a person our customers trust and will ensure that our products, applications and systems work efficiently at all times.

Key Responsibilities, Accountabilities and Duties

Under the responsibility of the Technical Support Team Leader, you will be expected to deliver the following: 

• Ensuring registration and classification of incidents are accurate and undertake immediate action to resolve the issue or restore the failed service in a fast and effective manner
• Understand the need to escalate the issues to Senior Technical Support Managers at the right point in the journey
• Process Service Requests and update users on the status at agreed intervals whilst keeping the customer informed of progress
• Active participation in calls to on board new customer
• Run tests on new and existing applications for the purposes of fixing errors, isolating areas for improvement, and general debugging
• Test our solutions and products in multiple browsers/operating systems/Learning Management Systems to get the right answer
• Monitor, update and maintain all existing applications
• Develop, maintain and upgrade user manuals and guidelines on a regular basis – Document Management
• Recommend procedure modifications or improvements as soon as they arise
• Ability to work on instructions from the Team Leader and other associate colleagues, as the need arises and customer requests dictate

Essential Knowledge and Skills

• Excellent communication skills - both written and spoken (In English & French)
• Advanced troubleshooting and multi-tasking skills
• Good analytical/functional skills and ability to adapt problem solving technique
• Must be flexible, self-motivated and an excellent team-player
• Ability to work in a tight deadline environment, possesses strong organisational skills in respect of prioritising demands and avoiding delays
• Ability and willingness to learn new technical skills and new technologies

• Knowledge in Mysql would be advantageous
• Knowledge of SCORM standards would be an advantage

Experience and Education/Certifications

• Diploma or Degree Holder in IT related field would be an advantage
• Proven working experience in Technical Support, Application Analyst, or Service Desk areas
• Excellent communication skills in English and French (verbal and written)
• Sound knowledge of Microsoft products, especially Excel and email