IT Support Analyst | Eclipse

As an IT Support Analyst within Epicor's Eclipse hosting team, you will play a crucial role in supporting one of Epicor's growing SaaS businesses. Collaborating with our sales, professional services, and support teams, as well as end-users, you will ensure the delivery of an exceptional SaaS experience. Your responsibilities will include building, maintaining, and troubleshooting servers located within Epicor's Azure public cloud environment.

• Upgrading, installing, and troubleshooting Windows and Red Hat Linux servers to maintain optimal performance and security.
• Providing case status updates to management and end-users, ensuring clear and timely communication.
• Participating in reviews and validations of Service Level Agreements (SLAs) and metrics to uphold service quality standards.
• Escalating incidents, service tickets, and requirements as necessary to meet business objectives and maintain service continuity.
• Gathering data pertaining to customer needs to identify and document technical requirements.
• Creating technical documentation and Standard Operating Procedures (SOPs) for internal teams and external users to facilitate knowledge sharing and support.
• Recording, tracking, analyzing, implementing, and escalating service requests as required to ensure timely resolution.
• Assisting in evaluations of hardware or software when required to support infrastructure improvements.
• Utilizing analytical skills to resolve non-routine issues, ensuring minimal disruption to services.

• Experience with Microsoft Azure virtualization, demonstrating the ability to manage and optimize virtual environments.
• Proficiency as a Windows Server Administrator, with a solid understanding of server management and maintenance.
• Experience with Azure Entra ID and Azure Application Gateway, showcasing your ability to manage identity services and application delivery.
• Strong network troubleshooting skills, enabling you to diagnose and resolve connectivity issues effectively.
• Excellent customer service skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to work as part of a team, collaborating effectively to achieve common goals.
• Detail-oriented with strong problem-solving skills, ensuring thorough analysis and resolution of issues.
• Ability to meet deadlines, managing time and priorities effectively in a dynamic environment.

• Bachelor's degree in Information Technology, Computer Science, or a related field, providing a strong foundation for technical support roles.
• 3+ years of applicable experience with demonstrated success in IT support or system administration.
• Excellent written and oral communication skills, facilitating clear and effective information exchange.
• Ability to identify and seek needed information proactively, demonstrating strong research skills.

#LI-MB2 #LI-HYBRID

Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses-the hardworking companies who make, move, and sell the things the world needs.

Range:

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter: