Apprentice Software Support Engineer

The Apprentice Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.

Issue Resolution:

• Identify, document, and resolve software bugs and issues.
• Escalate complex issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.

Documentation:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.

Qualifications:

• Education:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (Essential ).
  • Relevant certifications (e.g., ITIL, Microsoft Certified ) are a plus.
• Experience:
  • Proven experience in a technical support or help desk role. (Desirable)
  • Experience with software troubleshooting and diagnostic tools. Desirable)
  • Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). Desirable)
  • Familiarity with i2 Software (Desirable)
• Technical Skills:
  • Proficiency in operating systems (Windows, macOS, Linux). (Desirable)
  • Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle)  (Desirable)
  • Understanding of networking fundamentals and protocols. (Desirable)
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and as part of a team.
  • Patience and a positive attitude when dealing with challenging customer situations.

Work Environment:

• Remote work environment.
• Requires occasional on-call weekend support.

About Us:

Our intelligence analysis software tools help analysts transform data real-time enabling customers to better leverage data and to detect, disrupt and defeat sophisticated threats. Customers are better able to track critical missions across law enforcement, fraud and financial crime, military defense and national security. http://i2group.com 

As a Harris Computer company, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.