Quorum Software

Senior Technical Support Analyst

Location: Bogota, Colombia

Model of Work: Hybrid

Are you excited by challenges? Do you enjoy working in a fast-paced, international, and dynamic environment which contributes to drive the energy transition? Then now is the time to join Quorum Software, a rapidly growing technology & professional services solutions company and industry leader in energy transformation.

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the energy industry. Throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.

Overview

The Senior Technical Support Analyst is expected to provide administration to the Cloud infrastructure and customers, enhance processes and provide support when needed. The Senior Technical Support Analyst is a professional position that requires demonstrated leadership and analysis skills.

Responsibilities

• Provide customers with product and service information.
• Identify, research, and resolve customer issues.
• Document customer issues and resolutions into the support computer system.
• Follow-up on customer inquiries that are not immediately resolved.
• Adjust services for performance, monitor import and export jobs.
• Create paths for imports/exports.
• Upgrade application to newer version per customer request. Minor and Patch installations and upgrades.
• Assist customers in resolving browser, application, and network issues related to working with hosted applications.
• Assist in the configuration, support, and maintenance of the Cloud infrastructure.
• Assist with scripting and scheduled tasks as needed for FTP, imports and exports, services, etc.
• Monitor and review log files for issues, archive log files.
• Monitor services, service queues, processes, and log files.
• Monitor import and export jobs.
• Review alerts and events generated by monitoring solutions for Cloud environments.
• Keep personal skill set current by investigating relevant software tools, components, and techniques, participating in professional organizations and reading professional publications.
• Participate in and provide support during customer kick-off meetings and transition meetings.
• And other duties as assigned.

Requirements

• One or more of the following certificates:
• Microsoft MCSA or Greater in Windows Server
• Citrix CCEE or Greater
• 3-5 Years experience in Windows Server Administration
• Review software and operating system logs and events
• Active Directory Administration
• Install/Deploy Software via automation (Azure Dev Ops, Powershell, etc.)
• Troubleshoot customer connectivity issues to software on Windows Servers (IIS, GUI, etc.)
• Experience with Windows Operating System patching
• Experience with Citrix Virtual Apps and Desktop
• Experience with observability tools:
• Azure Log Analytics
• Azure Application Insights
• Solarwinds
• Vsphere and Vcenter
• Experience working in a managed service provider or single or multi-tenant SaaS environment where you support customer users
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies
• Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation
• Fluent in English, both written and verbal

Preferred Skills

• Generalist background with understanding core concepts of systems and applications
• Applications / Windows / VMware / Linux / Storage / etc.
• Virtualization (VMware and Hyper-V) Administration
• Okta administration

Additional Details

• Weekly On-Call Rotation required
• Hours of Operation: 1st Shift (8:00 AM CST – 4:00 PM CST)
• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification and Passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in Colombia is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
• Current professional card or registration in Colombia: The successful candidate will be required to present their professional card or registration information if the role is deemed to be regulated.
• Onboarding Medical: The successful candidate will be required to undergo an onboarding medical examination prior to commencement of employment, in accordance with Colombian legislation.

Please Submit your CV/Resumé in English

About Quorum Software

Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since 1998, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software, data standards, and integration. The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.

Quorum Diversity Statement:At Quorum, we are committed to fostering, cultivating, and preserving a culture of belonging. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. With a diverse team of employees, we grow and learn better together. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race, gender, sexual orientation, age, religion, ethnicity, national origin, ability, neurodiversity and all the other characteristics that make us unique.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department