• Categorize and document qualified system issues for the Research and Development Department
• Work closely with Research and Development and the Quality Assurance teams to move issues through the software release process
• Investigate and analyze the root cause of qualified system issues as well as resolving technical hardware and software issues
• Work closely with various departments to ensure solution resolution and excellent customer service for clients
• Troubleshoot and debug qualified system issues as well as identifying and escalating priority issues
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Manage a fast-paced queue of support inquiries and requests
• Assess support inquiries to identify whether issues are system or user-related
• Available for emergencies and maintenance schedules due to the nature of a 24/7 operation
• Assist in the development of utilities or tools, supporting documentation and procedures for both the team as well as yourself

Reporting to the Team Lead of Technical Support, the Tier 2 Support Analyst will be responsible for supporting our suite of applications for Fleet Complete customers. Acting as a technical expert in troubleshooting and resolving escalations, the incumbent will support all Fleet Complete Modules including Windows, Web, and hardware devices. The Tier 2 Support Analyst will also go above and beyond in understanding the client's need and provide training feedback and tools to Tier 1 based on findings. He/she will handle and own escalated tickets from technical support and ensure programs and systems are running effectively for our clients’ mission-critical needs.

• Experience analyzing, troubleshooting and resolving software as well as hardware related issues
• Experience using Microsoft Office applications (Outlook/Word/Excel/PowerPoint)
• Strong comfort in computer-based applications and IT functionality
• Ability to relate technically and non-technically to specific customer requirements
• On-call availability for weekends (defined and scheduled time periods)

Ideal candidates also demonstrate the following:

• Knowledge of .Net programming (Visual Studio) and web development (C#, MVC, JavaScript, HTML5, Angular/Knockout)
• Knowledge in developing web services (SOAP/REST/WCF)
• Experience with Desktop Management Support, Wireless Handsets, Modems, and GPS Devices