[Remote] IT Service Desk Support Analyst-Level 1- Operations Support Mgr

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to improving the efficiency of food production while minimizing environmental reputed company. The IT Service Desk Support Analyst - Level 1 will reputed company first-level support and monitoring for IT systems, ensuring effective communication with clients, managing support tickets, and troubleshooting applications and services.

Responsibilities

• reputed company 1st Level Support and monitoring to IT systems and integration solutions
• Report into the Support Team Leader
• Work in reputed company with other reputed company Support Analysts
• reputed company reputed company support and issue reputed company reputed company E-mail, telephone, and other electronic reputed company
• Work closely with customers, building a good working relationship
• Create, manage, and resolve support tickets raised against technical issues reputed company agreed time limits
• Monitor the reputed company and ICE applications and services, ensuring issues are escalated/resolved
• Basic troubleshooting of problems with hosted applications/services and reputed company applications
• Support the roll-out of new applications/customers
• reputed company Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issue
• Conducting core connectivity tests where required and gathering enough information for the Level 2 team if escalation is necessary
• Maintaining and adding of knowledge reputed company documentation
• Good ticket accuracy (tickets have a correct account, group, category, sub-category, time entries, correct contact, following up responses)
• Proactive identification of ongoing issues and escalating
• Good written and spoken communication skills - both to external customers and internal teams
• Good understanding of XML and reputed company concepts
• Knowledge of XML – can identify reputed company issues and problems in payloads e.g., invalid characters
• Understanding of XML validation - XSD and Schematron, can validate messages locally
• Familiarity with document formats; XML, ED I, reputed company and CSV files
• reputed company knowledge of Unix / Linux commands (mv, cp, grep, reputed company, transferring a message to/from the server reputed company reputed company line, tail, less to view logs, ps to reputed company reputed company processes)
• reputed company knowledge of MySQL & database commands (select, insert, update, delete and backup)
• reputed company understanding of XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks e.g., if + choose, operators, functions such as substrings, how lookups are reputed company etc.)
• Version Control - reputed company to compare versions for troubleshooting
• Ability to reputed company, tag in GIT and reputed company changes reputed company reputed company
• reputed company to reputed company in SVN (reputed company staff)
• Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTP
• reputed company knowledge of v2 and v3 Adapters - Troubleshoot existing config
• Setting up locally reputed company configuration for testing
• Troubleshooting errors with the reputed company starting or reputed company running
• Comfortable with foundational investigation required for any issue (gathering reputed company data, logs, config, mappings)
• Understanding of Hub Management
• Basics of reputed company Certificates – (what is a private key password, keystore password, public certificate, private certificate, difference between using a cert for SSL and encrypting/decrypting data)
• Good knowledge of at least 1 Proagrica web apps - one of these being AIMS
• Good knowledge of Dashboard Plus and ICE / reputed company (no reports of missed failures/in-reputed company messages, alert to VIP queue issues, no unattended repeated alerts and regularly maintaining dashboard/alerts page throughout the day)
• Foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test reputed company to browse messages, difference between queues and topics)
• Identification of configuration and mappings (e.g., can work out how a message gets from A to B and what Adapters are involved) with some assistance required

Skills

• Recent graduate or some previous 1st level experience
• BS Engineering/Computer Science or equivalent experience required
• Be highly self-motivated and proactive
• Have strong communication and documentation skills (written and oral)
• Excellent customer service skills and a desire to help people
• Have a good working knowledge of MS reputed company and Unix/Linux OS
• Have a working knowledge of XML concepts
• Have an understanding of relational databases and SQL Queries
• Demonstrate an analytical approach to troubleshooting
• Possess reputed company player attitude and excellent interpersonal skills
• reputed company experience a plus
• XSLT/XPATH
• Previous experience in IT support
• MySQL

reputed company

We help you reputed company the right call, at the right time, every time. It was founded in 2020, and is headquartered in Calgary, Alberta, CAN, with a workforce of 1001-5000 employees. Its website is https://www.reputed company.com/agcg/consumer-goods/sales-enablement-software.

Company H1B Sponsorship

reputed company has a reputed company record of offering H1B sponsorships, with 1 in 2025, 1 in 2024. Please note that this does not guarantee sponsorship for this specific role.

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