Technical Support Analyst, Tier 2

What would I be doing in this role at D2L?

We are seeking a Technical Support Analyst, Tier 2 with a flexible schedule, and experience working in a fast-paced environment. The Technical Support Analyst, Tier 2 requires an individual who has experience in resolving highly technical complex client issues. You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing senior level technical support to clients. In this position you will provide support for clients from all verticals who are using our enterprise suite of eLearning web-based software.

To be considered for this role candidates would describe themselves as being goal oriented, results driven, and analytical in nature. A successful candidate will be dedicated, enjoy project-based work, and have the ability to multi-task. We emphasize a positive environment with the use of self-managed work teams. Dealing with clients will be required on a daily basis, so strong interpersonal skills are essential.

What would my main duties be?

  • Resolving specific client issues under tight time constraints
    • Identifying bugs
    • Identifying and correcting improperly configured installations
    • Identifying and solving site related issues
    • Updating incidents with all appropriate details
  • Providing timely updates on issues
  • Improving Desire2Learn product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
  • Working with market leading clients on highly technical issues, and be responsible for related follow-up issues
  • Providing Services to clients such as:
    • Performance investigation
    • System level and/or database level Reports
    • Information requests
    • Updating database with scripts
  • Participating in On-call support rotation

What is D2L looking for from me?

  • Minimum of 2 years experience in a senior level, top tier, technical support or help desk role
  • Excellent problem solving skills
  • Minimum of two years of experience working with relevant programming technologies
    • (SQL, ASP, XML, .NET, HTML/XHTML, java, JavaScript)
  • At least one year of experience working with Internet technologies
    • (Windows 2003 Server, IIS, MS SQL Server)
  • Experience with eLearning software an asset
  • Experience developing and supporting enterprise software applications
  • Bilingual (English/French)or (English/Spanish) an asset
  • Knowledge of the Software Development Life Cycle
  • Strong analytical, problem solving, decision-making skills
  • Proven team player and ability to work well with others
  • Focused on customer satisfaction
  •  

JOB SUMMARY

We are seeking a Technical Support Analyst, Tier 2 with a flexible schedule, and experience working in a fast-paced environment.

Reference #:
D2LTSA2

Location:
Kitchener, Canada

Type of Position:
Full-time

Division/Department:
Customer Support

Education Requirements:

  • Bachelor's degree or equivalent in Computer Science
  • ITIL V3 Foundation Certification an asset
  • Knowledge of eLearning, Learning Management Systems and Internet technologies

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