Position Summary :We are seeking a Technical Support Analyst for our Global Customer Support team. As part of the Service Delivery Team, the successful candidate will apply intermediate analytical and problem solving skills to help deliver responsive resolutions, communications and support services to customers and service teams using ITIL best practices. Roles & Responsibilities: Utilize superior technical troubleshooting skills to provide hands on support. Troubleshoot highly technical incidents to restore services, while aiming at First Call Resolution Respond to monitoring system events, troubleshoot and resolve incidents without escalations. Identify system improvements which may include upgrading, installing and configuring systems Respond to online and phone Service Desk requests from clients while achieving high Customer Satisfaction Provide answers and support to clients by identifying problems, and guiding clients through corrective steps Contribute to Knowledge Base and systems documentation, ensuring accuracy and relevance Exceed customer expectations. Learn and use groundbreaking technologies Interact with leading technologists around the world Participate in 24x7 shift rotations (including over night) KEY SKILLS & COMPETENCIES: Experience supporting Magento or ATG (Oracle Commerce) e-commerce platforms Experience with Apache, Tomcat, JBoss, MySQL and webhosting Ability to work in a fast-paced and demanding environment Customer service experience / strong customer focus Strong multi-tasking skills Strong analysis and troubleshooting skills and experience Self-starter who is excited about learning new technologies on a daily basis Proven relevant technical ability with a willingness to learn Demonstrated excellent written/oral communication skills Associate Degree in IT Services or equivalent experience Strong analytical and problem solving skills Certification in Linux, AWS, Magento, Microsoft, Network or VMware highly desirable Applicants must be willing to work shift work, weekends or afternoons Experience with Cloud architecture patterns and distributed computing concepts Messaging and Queueing experience Exposure to security concepts / best practices Experience troubleshooting file-system, block and object storage Experience managing full application stacks from the OS up through custom applications Qualifications: Associate Degree in IT Services or equivalent experience would be an asset Minimum of 2 years systems administration experience Minimum of 2 years of experience running services on Linux and AWS or Azure Minimum 2 years of Development of systems management and administration automation in Perl, Python, Ruby or Java Minimum 2 years of solid experience supporting Linux RedHat Server environment Minimum 2 years Linux/Windows Support experience Other details Pay Type Salary