Support Analyst

Location: Wrocław, Poland

Metegrity, a Metegrity Inc. Division, is the developer of Visions Enterprise® asset management software for refineries and petrochemical facilities. Metegrity is looking to hire a candidate for the role of Support Analyst. The head office is based in Edmonton, Canada, but a position is available in Wrocław, Poland.

Currently we are looking for a communicative person with a willingness to learn and help others to use a software according our guidelines.

Responsibilities include:

  • Act as the initial point of contact for all support related inquires submitted by email, phone or through the Customer Portal
  • Perform troubleshooting and root cause analysis of user application issues
  • Gather required information from customer to facilitate troubleshooting
  • Replicate application issues in a test environment as required
  • Communicate with customers using email, phone and the Customer Portal as required
  • Document support issues according to the established procedures
  • Work with other teams as required to resolve customer issues
  • Escalate complex issues to Support Team Lead
  • Follow up with customers to ensure issues are resolved to the customer’s satisfaction
  • Assist with management and maintenance of internal development, test and demo environments

Requirements include:

  • Exceptional oral and written communication skills in English
  • Exceptional analysis and troubleshooting skills
  • Attention to detail
  • Ability and willingness to learn quickly
  • Great team player with a proactive attitude
  • Experience with Microsoft Desktop and Server operating systems
  • Higher education degree and/or relevant experience preferred

Experience in these areas would be an asset:

  • Oracle Database (basic installation, database creation and administration)
  • Basic knowledge of SQL
  • Basic knowledge of Linux
  • Basic knowledge of Microsoft Hyper-V

We offer:

  • Work in international environment
  • Training provided by Canadian team members
  • Dynamic and interesting projects using desktop and mobile platforms
  • Additional healthcare coverage (Luxmed)
  • Sport package - Benefit card allowing to access sport facilities
  • Competitive salary

 

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