Senior Software Support Technician

Sustainability that means business

Who we are:

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do:

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Role Description

A Senior Software Support Technician works as a technical resource within our Customer Support organization. They will work closely with our Tier 1 Technical Support Analysts to resolve software application issues, perform root cause analysis, diagnose, and correct performance issues, and provide client and peer instruction.

This role will work directly with clients and other team members to resolve ERP application issues ranging from troubleshooting SQL Server performance issues, analysing views & stored procedures, triaging application usage errors, determining sources of performance issues, creating necessary technical instruction aids, performing minor project work for our ERP solutions, triaging IIS/webserver issues, documenting defect and enhancement requests, and testing resolution of reported issues.
Responsibilities

· Address and resolve incoming application questions and incidents from end users.
· Document all pertinent end user identification information in our CRM database.
· Ability to perform root-cause analysis on recurring system issues.
· Remotely perform application updates, software upgrades, and database backups
· Record, track, and document the problem-solving process.
· Participate in after-hours on call rotation.
· Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.
· Mentor other junior software support engineers.
· Conduct appropriate training of internal and external resources.
· Remain current on changes and new features added through regular software updates & releases.
· Other responsibilities as assigned.
 
Qualifications

· Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
· Troubleshooting skills with a high level of self-reliance to resolve complex technical problems
· Excellent oral and written communication skills with both technical and non-technical audiences
· Self-motivated and a desire to learn
· Ability to work in a fast-paced team environment
· TCP/IP Networking, user administration, and T-SQL scripting skills required
· Experience with Microsoft SQL, SAP Crystal Reports, SQL Reporting Services, and the Windows Server product line are ideal
· Microsoft IIS Server administration
· Current Microsoft certifications in SQL Server and Windows Server product lines an advantage