The following section will provide an overview for the role of Technical Support Specialist
Provance has hundreds of customers in over 26 countries.
Provance IT Asset Management Pack is a Process Management Pack that runs within Microsoft System Center 2012 to provide Software and IT Asset Management. The supplemental capability provided by the Provance IT Asset Management Pack allows Microsoft System Center customers to take control of IT costs, improve IT Service Management efficiency and reduce security and compliance risks. It extends the Microsoft Server and Cloud Platform with additional functionality to manage the financial, contractual and organizational information necessary to support Software Asset Management, License Compliance, IT Asset Life Cycle Management, and more cost-effective and efficient IT Service.
As a Technical Support Specialist, you will be using the combined skills of a software developer and systems engineer to support Provance’s customers around the world. The Technical Support Specialist is a crucial role that relies on quick thinking, prioritization, creative solutions, good and timely communication, as well as a very broad understanding of the entire technology stack: from core Windows Server and Virtual Machine operating environments, to networking, web application deployment, System Center and its associated components, performance analysis and SQL optimization. Qualified individuals will thrive on solving challenges that are impacting production applications and working with team members across the organization to achieve their objectives.
Provide third level product support to Customers worldwide
Investigate application issues and customer-driven production problems
Act as a customer issue resolution specialist and take ownership of problems
Resolve issues wherever possible and when not, identify and document problems clearly for escalation to Product Development
Log, investigate and track technical issues from Services and Clients
Ability to analyze existing code and determine recommended solutions
Understand, capture, log and track functional requests from Customers
Identify and develop utilities and procedures for reproducing and evaluating performance, availability and reliability of applications
Work with product development, product management, and support teams to design and refine processes, procedures, and delivery mechanisms
Support customers with product deployment / upgrade issues
Write Technical Articles and make contributions to blogs, knowledgebase, etc.
BS/BA or equivalent work background plus 5 - 7 years of experience in IT and/or data center operation, distribute enterprise software environment or equivalent
2-5+ years of Microsoft Server and database operations, System Center and its components, e.g. Service Manager, Configuration Manager, and enterprise level Web application implementations and support
2-5+ years experience with query language, MS SQL Server and/or other commercial database systems
5+ years of front line Customer Service / Field Engineering support. Previous application development experience a plus
Working experience with cloud providers such as Microsoft (Azure) or Amazon a definite plus
Understanding of or working experience with IT Asset management and processes a plus
5+ years of project delivery, to include system implementations, enterprise software deployments and upgrades desirable
Strong investigation and problem-solving skills, takes ownership, follows issues through to completion
Strong customer facing focus and excellent written and spoken communication skills
Possesses a “do whatever it takes” attitude toward getting the job done, putting forth the time and effort to accomplish goals
Ability to handle multiple complex projects simultaneously, work under deadlines and subject to heavy project load
Ability to work comfortably with minimal supervision, take responsibility, deal with ill-defined problems
Excellent interpersonal skills, is a proficient problem solver, has the ability to acquire new skills quickly, and thrive in a collaborative team environment