Global Support Level 1

Global Support Level 1

Job Title Global Support Level 1
Requirement ID 213306
Begin Date 5/13/11
Duration
Location Toronto,


M3C 1W3
Other Location
Description
Description
This role provides hands on support in all areas of client support within the Global Support Center Services team in Toronto, Ontario, Canada. This includes the troubleshooting of applications, databases, network connectivity and performance related issues up to and including advanced diagnostics level and as necessary escalation to Level 2. This role requires interaction with Clients, Client Sr. Management, Level 2 resources along with On Demand (hosted systems) staff.

This position is considered as an “Information Technology Professional” designation under The Ontario Employment Standards Act, as such, all applicable provisions and limitations of this designation will apply.

Responsibilities
· Support existing Legacy Product and new Expense Clients using Cybershift Expense 7 (J2EE) product line. Develop a close working relationship with assigned clients ensure that issues are assessed and logged in the company’s Service Management System accurately. Ensure that Clients are regularly updated with the status of open incidents and that diagnosis and treatment of these issues is performed according to Severity Level, prioritization and business impact factors.
· To assist and provide problem diagnosis on client implementations from the technical point of view. Proactively uncover potential problems in client environments before issues arise.
· When issues arise the incumbent should use best judgment to immediately resolve the issue or diagnose and document the issue before escalating to Level 2.
· If the issue is escalated, the Global Support Analyst must continue to maintain ownership of the issue and drive it to resolution on behalf of the client.
· Under the Ontario Employment Standards Act (ESA), this position is considered to be an Information Technology Professional and as such all provisions of the act will apply


Profile
· Excellent communication skills (written and verbal)
· Understanding of customer service and Service Level Management
· Self managed, able to monitor own case load
· Ability to manage multiple issues simultaneously within a high activity, fast paced and evolving environment
· A positive solution orientated attitude
· Confidence in dealing with external Client situations and Sr. or Executive Client Management
· Independently responsible and able to work in pressured situations as part of a team
· Quick learner, adaptable, professional and diligent

Skills/Experience
· 2-3 years of Customer Service (client facing) and enterprise Application software support experience
· 2-3 years of technical application support experience
· 2-3 years of business analysis/troubleshooting experience


Additional Assets
· Thorough understanding of J2EE, JBOS, BEA Weblogic, IBM Websphere application technologies
· Working knowledge of industry standard databases, specifically MS SQL Server and Oracle
· Working knowledge of Operating Systems: Windows NT, Win2000, Win2003/5
· Where applicable for Boomerang support, thorough Lotus Notes Domino development or at a minimum, Certified Lotus Notes Administrator credentials and 2 to 3 years Notes application support experience
· Reporting applications such as Crystal or OLAP technologies (IBM/Cognos-DataBeacon) and web based reporting tools

Candidates need to exhibit consummate professionalism and business etiquette and must be able to work in Canada without requiring sponsorship.

This is a full-time, salaried position. CyberShift offers an excellent compensation package that includes medical and dental benefits, a company match RRSP plan, paid vacation, and more.

CyberShift is an Equal Opportunity Employer.
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ABOUT CYBERSHIFT
CyberShift offers state-of-the-art, dynamically extensible, integrated workforce management solutions that automate centralized collection and communication of all aspects of employee time and attendance, including scheduling, labor distribution, job tracking, project management, and access and security control. CyberShift’s solutions enable Fortune 1000 companies to track, manage, and create customized reports of employees’ time and attendance. The result is accurate job costing, and tracking for white- and blue-collar tasks, as well as significant cost-savings through the elimination of payroll errors and streamlining of payroll processing, scheduling, and overtime equalization. CyberShift provides its customers with a completion solution from the initial creation of the automated pay rules through to the installation of hardware and software, training, and ongoing customer service and maintenance.

CyberShift is a rapidly growing, privately held corporation headquartered in Parsippany, New Jersey.
Required Skills Skills/Experience
. 2-3 years of Customer Service (client facing) and enterprise Application software support experience
. 2-3 years of technical application support experience
. 2-3 years of business analysis/troubleshooting experience

Additional Assets
. Thorough understanding of J2EE, JBOS, BEA Weblogic, IBM Websphere application technologies
. Working knowledge of industry standard databases, specifically MS SQL Server and Oracle
. Working knowledge of Operating Systems: Windows NT, Win2000, Win2003/5
. Where applicable for Boomerang support, thorough Lotus Notes Domino development or at a minimum, Certified Lotus Notes Administrator credentials and 2 to 3 years Notes application support experience
. Reporting applications such as Crystal or OLAP technologies (IBM/Cognos-DataBeacon) and web based reporting tools


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