Support Analyst

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As a Support Analyst for Advanced Utility Systems, you will work closely with the Manager and Vice President of Customer Support. You will be supported by a great team, in providing exceptional customer service and development support.

What you will be doing:
  • Become a subject matter expert in all support matters regarding multiple web products which integrate with our flagship product CISInfinity
  • Support, troubleshoot and maintain all websites, portals, SOAP APIs, REST APIs
  • Effectively respond to and resolve inquiries received by telephone or tickets
  • Assess a variety of situations related to performance of web applications used by our clients
  • Monitor servers in our hosted environments and regularly patches OS and applications such as SQL
  • Be the primary support liaison between company and customer
  • Report detailed information within the issue tracking system and document processes, routines and programs by following the defined guidelines and team goals & objectives
  • Maximize and maintain current knowledge and awareness of applications and related technology

What we are looking for:
  • 5+ years proven experience working within a software support environment
  • High level of expertise supporting websites in different network topologies
  • Professional understanding of Microsoft Internet Information Services (IIS)
  • Professional understanding if network protocols and services like DNS, TCPIP routing, web domains
  • Solid grasp of server and Windows domain administration
  • Solid grasp of online payment technologies, protocols and guidelines
  • Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
  • College Diploma in Computer Science or equivalent industry experience

What will make you stand out:
  • Experience with Remote Desktop Services/RemoteApp
  • Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking
  • Experience with multiple remote access tools & techniques such as webex, remote desktop, VPN
  • Oral or written communication in French
  • E-Commerce, Payment Processors
  • Customer Service Training or Certification
  • Dot Net Nuke, HTML, ASP.NET
  • Experience in IT Support of the Public Utility Industry

About us:
Advanced Utility Systems is the leader and most progressive utilities software company in North America. As one of the largest providers of water, electric and natural gas utility software, Advanced Utility Systems offers an all-encompassing suite of integrated systems from billing to service management with a long-term commitment to the utilities industry, through investment in its employees, new products, new technologies, and continuous improvement.
Advanced Utility Systems is the third largest division within Harris Computer Systems, a Constellation Software Inc. operating group. Constellation Software Inc. is the premier international provider of vertical market software, with offices and customers in over 30 countries, generating consolidated revenues in excess of US $210 million. Publicly traded and comprised of over 14,000 customers, Constellation Software Inc. has a mission to acquire, manage and build an exceptional and diverse portfolio of companies, selling software products to help customers achieve their goals.