Job Description

Snow Software is looking to add to its growing customer support team with an experienced support professional. We are looking for a dynamic Application Support Specialist with an exceptional focus on quality customer support. The role will encompass providing technical support to our large customer and partner base, resolving issues by utilizing widely available resources, teams and your own skills and experience.

You will be working within a regional support team, to resolve customer and partner technical issues or providing them answers to their questions and attaining high levels of customer satisfaction along with adhering to initial and ongoing service level targets. Your daily duties will be varied across the latest technologies.

A fantastic working environment where people come first, great benefits, great people and a really interesting sector where no two days are the same. Providing quality technical support to our customer and partner base.

Working with individuals and teams globally to bring all experience, expertise, and resources together to deliver an excellent customer service experience. Responsible for diagnosing, troubleshooting, and managing the resolutions for our customers and guiding them to the best of our ability.

Responsibilities

• Providing technical support for issues or any questions that may arise on our Snow Product Portfolio.
• Troubleshooting within customer environments or within own lab to find the appropriate resolution for the customer.
• Collaboration between the support teams globally to upskill knowledge on Snow Products, known issues, troubleshooting and documentation.
• Continuing to prioritize your workload ensuring customers are receiving regular updates and any urgent cases are progressed efficiently.
• Creating and updating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
• To contribute to the development of the customer support organization by participating in regular internal meetings and training sessions.

Qualifications

• A minimum of 2 years technical support experience.
• Previous experience working in Application Management or Support.
• Good knowledge and experience of Microsoft technologies including 365.
• Creation, maintenance and improvement of technical knowledgebase articles.
• Knowledge of Linux OS and basic commands.

At least ONE of the following:

• Solid knowledge and experience of IT infrastructure administration or sysadmin - Networking, Windows Server, Active Directory, Virtualization, Operating Systems etc.
• Solid knowledge and experience of application support with focus on SQL – SQL DB troubleshooting, SQL query analysis, SQL query error troubleshooting.

Desireable

• Supporting UNIX/Linux based technologies/software.
• SAM experience.
• Software Licensing Experience.
• Knowledge of Microsoft 365 (Configuration and Administration knowledge desired).
• A good understanding of cloud technologies and experience supporting products and solutions delivered as a service.
• In-depth knowledge of one or more of the following Products: ServiceNow, Salesforce, Adobe, Oracle, G-suite, and IBM BigFix.
• Microsoft Internet Information Services (IIS).

Additional Information

Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value. More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk. Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

Here at Snow, we strive to provide an equal opportunity workplace and cultivate a fair, equitable and safe work environment that is free of discrimination and harassment. We truly believe in affirmative action. The diversity of our people is one of our greatest strengths. An inclusive and equitable workplace enables us to embrace that diversity to deliver more innovative and sustainable solutions for our people, clients, shareholders and communities. We are committed to making employment decisions at Snow that are based on business needs, job requirements and candidate ability, which are all part of our robust and fair recruitment process.

As an inclusive employer, Snow strives not discriminate on the grounds of age, disability, sex, sexual orientation, gender identity or expression, marriage, civil partnership, pregnancy, maternity, race (including colour and ethnic or national origins), religion, Veteran status or belief.

This is not just a generic ‘equal opportunities disclaimer’ for us – we are truly committed to creating a workplace where our team members thrive.

If you have a disability or special need that requires us to adjust the recruiting process, please do advise us when contacted.

We look forward to your application.

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