Support Specialists (Tier 2)

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

We are seeking a highly skilled and experienced Support Specialist (Tier 2) to join our team. The ideal candidate will be responsible for providing technical assistance and support as well as diagnosing and resolving complex technical issues. You will play a critical role in supporting end-users ensuring system functionality and maintaining knowledge resources to enhance operational efficiency.
Key Responsibilities:

Application Support: Provide expert-level support addressing technical issues and inquiries from users.
Troubleshooting & Issue Resolution: Diagnose and resolve user-reported problems by analyzing system logs user reports and related data to identify root causes.
User Support & Escalation: Respond to user inquiries in a timely manner providing first-line troubleshooting. If necessary escalate issues to the appropriate team for further investigation.
Knowledgebase Management: Create update and maintain a comprehensive knowledgebase user manuals and related documentation to improve user self-service and assist team members in issue resolution.
Data Analysis: Analyze data and trends related to user issues system performance and recurring problems to identify improvement opportunities and prevent future issues.
Collaboration: Work closely with other technical teams and departments to ensure prompt issue resolution and communicate updates to stakeholders.

Qualifications:

6 years in a technical support role with a focus on troubleshooting and resolving complex issues.
Knowledge of any of the NYC Department of Education systems such as Accessible Tool for Learning About Students (ATLAS) application or SESIS (Special Education Student Information System or CAP Legacy system (Child Assistance Program or Child Assessment Program)
OperatingSystems: Strong knowledge of Windows operating systems and their applications.
Databases: Proficiency in SQL Server and Redis including basic query troubleshooting and performance analysis.
Problem-Solving Skills: Demonstrated ability to analyze system logs user reports and other data to diagnose and resolve complex issues.
Communication: Strong written and verbal communication skills with the ability to explain technical issues to non-technical users.
Documentation: Experience in creating and maintaining technical documentation including knowledgebase articles and troubleshooting guides.

Preferred Skills:

Experience with other learning management systems or educational tools.
Familiarity with IT service management systems (e.g. ServiceNow Jira).

If you are interested in getting more information about this opportunity please contact Irina Rozenbergat your earliest convenience.

At Ariel Partners we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions so when they have their biggest challenges we are on their short list. We are looking for team members who share our values of: Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers our people and our partners; Courage to take on difficult challenges accept new ideas and accept incremental failure; and the constant pursuit of Excellence. Ariel Partners is an Equal Opportunity Employer in accordance with federal state and local laws.

Required Experience:

Application Support: Provide expert-level support addressing technical issues and inquiries from users.
Troubleshooting & Issue Resolution: Diagnose and resolve user-reported problems by analyzing system logs user reports and related data to identify root causes.
User Support & Escalation: Respond to user inquiries in a timely manner providing first-line troubleshooting. If necessary escalate issues to the appropriate team for further investigation.
Knowledgebase Management: Create update and maintain a comprehensive knowledgebase user manuals and related documentation to improve user self-service and assist team members in issue resolution.
Data Analysis: Analyze data and trends related to user issues system performance and recurring problems to identify improvement opportunities and prevent future issues.
Collaboration: Work closely with other technical teams and departments to ensure prompt issue resolution and communicate updates to stakeholders.

Qualifications:

6 years in a technical support role with a focus on troubleshooting and resolving complex issues.
Knowledge of any of the NYC Department of Education systems such as Accessible Tool for Learning About Students (ATLAS) application or SESIS (Special Education Student Information System or CAP Legacy system (Child Assistance Program or Child Assessment Program)
OperatingSystems: Strong knowledge of Windows operating systems and their applications.
Databases: Proficiency in SQL Server and Redis including basic query troubleshooting and performance analysis.
Problem-Solving Skills: Demonstrated ability to analyze system logs user reports and other data to diagnose and resolve complex issues.
Communication: Strong written and verbal communication skills with the ability to explain technical issues to non-technical users.
Documentation: Experience in creating and maintaining technical documentation including knowledgebase articles and troubleshooting guides.