Product Support Technician

The Product Support Technician coordinates with the System Administrators and the Product Support Manager to deliver exceptional technical support to end users of L.B. Foster cloud-based asset management platform.

The role involves investigating, troubleshooting, and promptly resolving technical issues to meet service-level agreements (SLAs). Proactive communication and outstanding customer service will be central to your approach, ensuring users feel supported and informed throughout the resolution process. Where necessary, the role will collaborate effectively with the System Administrators, Development and QA Teams, Product Manager, and Architect to escalate and manage complex issues, always maintaining seamless, customer-focused support experience.

Responsibilities (Essential Functions):

1. Execution of 1st and 2nd Line/Tier technical support to diagnose and fix issues.
2. Provide efficient and timely support to all users via phone, web, and in-person channels.
3. Monitor systems and proactively identify potential issues impacting stability, security, and performance, taking actions to resolve or escalate as required.
4. Follow escalation procedures to triage and resolve technical issues, escalating appropriately and ensuring timely resolution within SLA targets.
5. Perform initial analysis and support root cause investigations for recurring or critical issues, engaging the wider team where needed to assist with deeper technical diagnosis.
6. Investigate issues within Azure cloud environment and supporting ecosystem.
7. Investigate and resolve issues relating to databases and data.
8. Create and update comprehensive tech related documentation such as training documents, how-to guides, FAQs, and maintenance manuals.
9. Document troubleshooting steps and contribute to the internal knowledge base.
10. Support patch management and security compliance across systems.
11. Participate in technical meetings and support project or review discussions.
12. Conduct thorough testing of all technical solutions to ensure they are proven to be robust and suitable for intended application.
13. All other duties as assigned.

Experience, Education, & License Requirements:

• Associate degree in Information Systems or bachelor's degree in Information Systems or Business Administration preferred.
• Minimum three years in a Help Desk, Service Desk, or Deskside Support role required.
• Azure including Azure DevOps experience preferred.
• Strong computer skills, proficient in the use of Microsoft Office 365.
• Able to travel internationally.

Skills & Abilities:

• General working knowledge of Azure services, IoT devices and communication protocols, SQL, principles and techniques of computer programming, logical design, process flow, testing, debugging, implementation, and documentation.
• Indispensable problem solving, troubleshooting, and critical thinking skills.
• Proficient in time management.
• Ability to collaborate with team members and co-workers.
• Excellent written and verbal communication in interpersonal exchanges.
• Ability to manage multiple tasks simultaneously and thrive in a complex environment while balancing multiple competing priorities.
• Motivated self-starter who can work with diverse team.
• Willingness to learn new technologies, take on additional responsibilities, and expand their career.
• Must be able to work effectively with cross-functional groups and a geographically dispersed user base.
• You may be required to work on call weekends and holidays on a rota basis.

Competencies:

• Risk management
• Conflict management
• Problem solving
• Teamwork
• Integrity & Trust
• Customer Focus
• Continuous Improvement
• Customer Service/Innovation Management
• Adaptability/Flexibility
• Accountability/Work Ethic

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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