Rec ID 2167 - Associate Technical Support Consultant

Job Description

Altera, a member of the N. Harris Computer Corporation family, is seeking an Associate Technical Support Consultant to join their After-Hours Technical Team. This role involves interacting with corporate customers, specifically IT teams from large hospitals globally, to troubleshoot and resolve complex Infrastructure/Product issues via telephone and support tickets.

The candidate will evaluate the criticality and severity of issues, ensuring they are addressed with the appropriate priority. Comprehensive documentation of all technical issues, analyses, and communication with customers is essential within the ServiceNow Ticketing system.

The role requires flexibility to work in a 24x7 rotational environment and adapt to dynamic situations. Staying updated with current technology, product enhancements, design changes, and new product offerings is also expected.

Responsibilities:

• Interact with corporate customers to troubleshoot and resolve complex Infrastructure/Product issues.
• Evaluate the criticality and severity of issues and ensure they are addressed with the appropriate priority.
• Document all technical issues, analysis, and communication with the customer.
• Work in a 24x7 rotational environment.
• Stay abreast of current technology, enhancements, design changes, and new products.

Requirements:

• B. Tech degree in Computer Science or equivalent.
• Experience in System Performance monitoring/troubleshooting in application & SQL servers.
• Understanding of Microsoft SQL server and Experience in troubleshooting Always-On in SQL Server.
• Troubleshoot SQL performance issues using SQL Profiler and Extended Events.
• Ability to learn system functionality & workflows quickly.
• Knowledge of Window Server or any other server OS.
• Knowledge of networking architecture and clustering concepts.
• Understanding of networking protocols.
• Experience in analyzing Windows logs and large application log files to find the root cause.
• Excellent written and verbal communication skills.
• Excellent analytical, problem-solving skills.

The role offers:

• Opportunity to work with a global health IT solutions provider.
• Exposure to a wide range of technical issues in a complex IT environment.
• A dynamic and challenging work environment with opportunities for learning and growth.