Actalent Hiring for Software Support Specialist (No Degree Required) Job at Lowell, MA Full Time

Essential Job Functions:

Under general supervision and following standard practices and procedures, the role provides second line support for customers, possesses a complete understanding of the procedural aspects of the Service Desk function, as well as the technical skills in order to resolve system reported failures, and to provide work arounds and first analysis for software issues. They will follow established technical trouble shooting practices, incorporating an advanced level of product knowledge.

Principal Duties and Responsibilities include but are not limited to:

• Develops and maintains a positive relationship with customers
• Monitors the incidents to ensure that the Service Level Agreements are met
• Provides regular report statuses and raises issues and risks as appropriate
• Responds to and resolves complex customer software problems and questions in accordance to customer service call handling guidelines
• Collects accurate and concise data about customer problems and documents using standard tools
• Serves as the point of contact for all Major Incidents
• Uses various software tools to trouble shoot and analyze software issues
• Enhances software troubleshooting tools and procedures
• Proficient in many technical functions and able to integrate across disciplines
• Provides software-related support to customers in accordance with warranty and service contract requirements
• Has the ability and willingness to work extended hours as necessary during critical issue resolution and milestone time periods
• Escalates Major Incidents to the Problem Manager
• Ensure the closure of all resolved and end-user confirmed Incident records

Technical Proficiency:

• OS: Windows (Server and Client) System Administration, Linux
• Networking: WLAN/LAN, VPN
• Programming: C/C++, Java, Java Script
• Database: Oracle Database Usage and Administration (SQL)

Required Education and Experience:

• Prior Service/Help Desk experience preferred.
• Software analysis skill set
• NO DEGREE REQUIRED

About Actalent:

Actalent connects passion with purpose. Our scalable talent solutions and services capabilities drive value and results and provide the expertise to help our customers achieve more. Every day, our experts around the globe are making an impact. We’re supporting critical initiatives in engineering and sciences that advance how companies serve the world. Actalent promotes consultant care and engagement through experiences that enable continuous development. Our people are the difference. Actalent is an operating company of Allegis Group, the global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.