General information

Office (s)
Bratislava, SK
Date Published
Thursday, August 26, 2021
Job ID
Information Technology

Description & Requirements

About Us:

With nearly 40 years of combined experience serving midmarket organizations and divisions of Global 1000 companies, the company has more than 20,000 customers in over 150 countries. With a history of innovation, industry expertise and passion for excellence, they inspire customers to build lasting competitive advantage. The company provides the single point of accountability that local, regional and global businesses demand. The Company’s headquarters are located in Texas, with offices and affiliates worldwide

The Role:

As a Senior Technical Support Analyst, working from our offices in Bratislava you’ll work on a number of key tasks that are essential in ensuring our business growth and maintaining our reputation as world class enterprise software service organisation.

What you’ll do:

•    Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
•    Work according to the Epicor Standard Operating Procedures and relevant customer processes
•    Ensure that the recommendations/ solutions are in accordance to the customer’s policies and system design.
•    Receive and analyse inquiries from customers and users.
•    Investigate and analyse reported users problems
•    Respond to users questions related to supported systems and processes.
•    Update users during the troubleshooting and lifecycle of the issue, making sure the customer is always up-to-date
•    Maintain and support Epicor CRM software in its full scope
•    Troubleshooting and fixing issues from operational and infrastructure point of view
•    Coordinate with the customers on solutions to be completed at the customer’s site.
•    Provide training to end users when required.
•    Consult with experts beyond Epicor Cloud Team on issues that cannot be solved with it.

What you’ll need to succeed:

•    Good knowledge of computer technology.
•    Consulting and/or support experience
•    Good verbal communication skills with English Language
•    working in an international support team experience
•    Enthusiasm and willingness to learn and develop
•    Consulting and/or support experience
•    Experience in a multinational environment is an advantage.

Essential Technical skills:

•    Advanced Windows Server Administration knowledge
•    Advanced Window SQL Server Administration with SQL scripting knowledge
•    Basic Network knowledge
•    Application Support/deployment

Technical Skills that will set you apart:

•    Microsoft Server Products/Services
•    Microsoft Azure
•    VMWare
•    Transport Layer Security [TLS]
•    Server-Side Printing
•    File Transfer Protocol [FTP]
•    PowerShell scripting
•    ERP [Epicor, SAP, Oracle, Microsoft Dynamics, Infor, Sage or other similar system]
•    Experience with ticketing and monitoring systems is an advantage
•    Experience working with an ERP products is an advantage

Nice to have Technical Knowledge/Skills:

•    Parallels RAS
•    Orion SolarWinds
•    HyperV
•    Veritas NetBackup
•    F5
•    SAP Crystal Report
•    Nutanix
•    Cohesity
•    PortalGuard

Working Time: In this position you will typically work between the hours of 8am to 5pm Monday to Friday, along with weekends support on a rotation basis per month.

Why Apply:

In a role like the Senior Technical Support Analyst, you will develop agile skills that can be applied into many different areas of the business. The skills that you already possess will only continue to grow, giving you the opportunity to develop professionally — and to grow your career in any direction you choose.