SOPHiA GENETICS

Level I & II Support Specialist, Boston - USA

We are looking for a Level I & II Support Specialist to be part of the service desk team. This involves prioritization, resolution and completion of escalated tickets of end user help requests (internal and customers).

Job Description:

  • The main mission consists in delivering first and second level support to our customers and internal users
  • Resolution of issues through service desk manager
  • Ensure all issues are registered and followed until completion
  • Diagnosing and troubleshooting
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Identifies, researches, and resolves technical problems
  • Create and Update Support documentations
  • Create & Update FAQ (knowledge base)
  • Etc..

Profile:

  • Bachelor degree in Computer Science (or equivalent)
  • At least 3 years of experience in similar role
  • Experience in helpdesk operations, that includes Windows and Mac clients
  • Perfect command of English, Spanish is an asset
  • Excellent written and verbal communication
  • Rigorous, structured, flexible, stress resistant and autonomous
  • Team spirit

Skills:

  • Atlasian JIRA & Confluence
  • Mac OS (using command line, being able to read logs, find processes, create shell scripts, …)
  • Windows (using command line, understanding Active Directory and network accounts and relationships to effectively support end-users, create batch scripts, …)
  • Understand basic networking technologies (LAN/WAN and wireless)
  • Knowledge and ability to remotely manage client systems
  • Highly skilled in documenting written troubleshooting steps and instructions
  • Knowledge in Java (is a plus)
  • Knowledge of SQL (is a plus)
  • MS Office (Windows and Mac) software


Starting: as soon as possible.

Location: Boston, USA

If you think you fit this position, please send a CV and a cover letter.

Please note that incomplete applications will not be considered.