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Danaher Corporation Aquatic Informatics - Technical Support Specialist II (Remote) in London, Ontario

Technical Support Specialist II

Purpose/role:

The Technical Support Specialist II role is responsible for responding to escalation requests from Technical Advisors, Customer Support Specialists, assist in supporting Key Customer Accounts, and Professional Services team. This role includes identifying and resolving technical, operational, and software issues, leading customer or team expectations, assist in set-up of new hosted instances with Professional Services, and advancing issues as appropriate to product team or dev ops.

This role is a key part of AQI's customer facing team and requires knowledge of our customer's industry, a deep understanding of our products and aim to help our customers succeed.

Position description:

Assist implementation or product teams with configurations, installations, and customer communication. Provisioning new hosted instances for Professional services includes:

  • Database restores in MS SQL and provision new users through Windows Active Directory accounts.

  • Setup Scada or LIMS interfaces for WIMS Online customers.

  • Configuring collectors or unique batch files that can create a CSV or XML files.

  • Configure transfer utilities to move the files from a customer location to FTP or SFTP.

Maintain Servers associated with Online Systems for all customers. Servers include SQL Servers, Application Servers and Citrix Servers. Assist IT with patching when needed. Assist IT when security issues arise. Troubleshoot when issues occur on the servers.

  • Applying Windows patches are vital.

  • Supervise Server resources to ensure the servers are running efficiently.

  • Maintain all MS SQL Databases within each environment.

  • Supervise hosted environment services, for any outages that occur to fix before they are customer impacting.

  • SQL Server DBA – responsible for implementation, configuration, maintenance, and performance of critical SQL Server DBMS systems.

  • Handle SQL Server Databases.

  • Configure and maintain database servers and processes.

  • Monitor system’s health and performance.

  • Ensure high levels of performance, availability, sustainability, and security.

  • Analyze, tackle, and correct issue in real time.

  • Maintain Servers associated with hosted environment and key customer accounts.

Provide intermediate support by expanding to an expert knowledge of the product offering and how it interacts with Database systems (i.e. MS SQL or Oracle) and the ability to solve issues when they arise. Knowledge of how the product offering interacts with Scada or LIMS systems and the ability to solve issues when they arise. The ability to think outside of the box to get desired results.

  • Provide intermediate technical support for more difficult customer issues and acts as a first point of escalation to the front-line and professional services team.

  • Provide application and technical support to Tier 1/2 by responding to escalation tickets, calls, chats, virtual meetings, and emails.

  • Act as a point of escalation to assist customer support specialists to assess tickets to make escalation and prioritization recommendations.

  • Assist in providing product mentorship and best practice guidance to customer support specialists.

  • Create and review reusable knowledge base articles to build self-serve resources.

  • Assist as technical support designate for key customer accounts.

  • On demand support for key customer accounts.

  • Participate in escalation management of customer issue by participating in product development triage meetings as required.

  • Provide feedback to internal teams to enhance products and customer experience.

  • Appropriately prioritize and keep management informed of high priority issues.

  • Handle customer expectations regarding ticket resolutions and time frames.

  • Ability to staff a 24 x 7 on-call support coverage shift, if required.

  • Ability to travel, if required.

Qualifications:

Education:

  • Post-secondary education in Information Technology, Business and/or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering or equivalent combination of education and experience.

Experience:

  • 3+ years of customer-facing software support/implementation experience.

  • Experience in software installations and troubleshooting (SQL Server/Office/Windows Server OS).

  • Intermediate experience with implementing hosted and/or SaaS software, including data migration and data manipulation within a Microsoft technical environment.

  • Intermediate understanding of database technologies, commands and management (e.g., attach/restore/backup).

  • Experience with APIs and scripting languages (e.g., PowerShell, Python, PHP).

  • Understanding of Agile software development methodologies and tools.

  • Strong communication, documentation, and presentation skills and experience using Office 365 and Teams, Salesforce or other CRM platforms, helpdesk software.

  • Knowledge to setup and run Windows scheduled tasks to perform tasks.

  • Knowledge of or experience with SCADA and LIMS Systems.

  • Software development experience.

Skills:

  • Ability to quickly learn complex enterprise software and adapt and thrive in an evolving environment.

  • Ability to think logically, tackle technical problems and prioritize and organize diverse tasks.

  • Demonstrates a keen desire to learn and a passion for science and technology.

  • Ability to set-up and maintain monitoring of SQL Servers, databases and server applications to ensure system health.

  • Strong SQL scripting skills

The salary range for this role rate for this role is $61,700 - $107,900. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.

You can apply for this role through the Careers Page at https://jobs.danaher.com/global/en/ (or through the Workday “Find Jobs” function if you are a current employee)

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

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