Level 1 Application Support - 1 year contractNewRemote

Log InSign UpLevel 1 Application Support - 1 year contractThink Research|Active 13 days agosalary50k - 60k CAD / YearlocationRemote · CanadaCandidates for this job can work remotely, but must live in one of the specified locations.Apply NowThe Company Think Research is a leader in delivering knowledge-based digital health software solutions. Our mission is to organize the world’s health knowledge so everyone gets the best care. We create evidence-based, cutting-edge healthcare technology that supports clinical decision-making, standardizes care, and improves patient outcomes. For over a decade, our cloud-based, EMR-agnostic tools have empowered clinicians across primary care, acute care, and community or seniors care.Today, Think Research serves over 13,000 healthcare facilities across five continents, reaching more than 300,000 doctors, nurses, and pharmacists. If you’re passionate about improving patient care through technology, this is the place for you.Why Us? It's not every day that you have the chance to change the way your friends and family are cared for - Make an impact! Be a part of the digital disruption happening in healthcare and do challenging, meaningful work  We’re growing, and so will you with leaders who will support your development through mentorship and other opportunities Collaborative, creative, dynamic and flexible work environment, with a start-up spiritThe Role We are seeking a bright, detail oriented, and highly motivated individual to join our Technical Services team as a Level 1 Application Support. The ideal candidate must be a quick learner, a problem solver, have a lot of patience, and have great communication and organization skills.This is a 1 year contract opportunity. You Will Have The Opportunity To:  Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner Review documents, workflow and plans for support with customers/vendors Update and maintain documents within a structured knowledge base Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool. Conduct configuration changes in client platform instances Troubleshoot and resolve issues in regards to interface and information exchanges Provide status updates and reports on current state of issues Manage and action all the IT alerts on time Able to monitor and diagnose application and infrastructure programs Perform timely technical and management escalations for outstanding issues and service requests. Able to work on IT related projects and roll-outs Work shifts (24/7) and be available for rotating off-hours and on-call duties Ensure the KPI targets are met on every month Learn something new using PD days and apply the knowledge at work.What You Will Bring1 to 3+ years experience in Technical Support environmentPost secondary degree in Computer Science or a related fieldStrong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers.Excellent written and verbal communication skills, including the ability to translate technical findings into clear, client facing explanations.Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset)Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes.Experience with some of the following technologies is an asset:- Basis SQL querying and data troubleshooting- APIs and integrations (REST/JSON- Authentication and identify systems (e.g. ADFS, SSO, OAuth)- Cloud hosted environments (e.g. Google Cloud)- Application or infrastructure monitoring tools used in a support environment- Healthcare interoperability standards such as HL7 v2 and/or FHIR- Experience supporting SaaS solutions is an asset- Proven ability to manage multiple priorities in a fun, fast-paced team environment while at the same time maintaining a professional...