Senior Technical Support Analyst

**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.
- 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
- 7 + 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 site reliability engineer technologies:

- Azure Log Analytics
- Azure Application Insights
- Solarwinds
- Experience working in a managed service provider or 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**
- 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)

**_
Please Submit your CV/Resumé in English_**

**About Quorum Software**

**Diversity Statement**: At Quorum, we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. 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 equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other characteristics that make us unique. We have a DEI committee focused on Culture, Advocacy and Talent, have company-wide Unconscious