Application Support Analyst

The role and how you’ll grow with us

Did you sit in your first year intro-to-whatever class and wonder “when am I actually going to use this in real life”?

This is an awesome opportunity for a new grad with an IT background to gain a great deal of knowledge in a short period of time in a wide variety of IT subject areas, and then apply that knowledge to solve real business problems.  What you learn with us will be invaluable to your career at Adlib in your role as our new Application Support Analyst and in the rest of your IT career.  Adlib is a company that has strong community ties; a place that is making a name for themselves providing data insights and content management and archiving technologies to enterprise clients around the world.

This is an entry-level position with expansive opportunities to grow.  Many previous Customer Support Engineers have progressed to careers in Product Management, Quality Assurance, Application Development, Customer Success or Professional Services.  No matter what your dreams are, Adlib Software will support and help you achieve your long term career goals!

Adlib Software

Like most tech companies, Adlib started small, in response to a problem our co-founders experienced as business leaders. We recognized a need for rapidly generated solutions to leverage the value in unstructured data. Those original co-founders continue to be directly involved in the day-to-day operations of the company as CEO, R&D Lead and VP Customer Success. Passion for our customers, our people and data are at the core of Adlib. We have built the company on three key pillars of strength that help us measure our success:

1. Product innovation. We build up from our roots, improvising – adlibbing – solutions to client document and data management problems.

2. Customer relationships. We have a dedicated focus on crafting a positive customer experience that stands out from everyone else.

3. Truly engaged and passionate team. That’s where you come in!

As our new Application Support Analyst, you will:

· Be your clients greatest asset. You will replicate issues, document solutions and track customer communications in order to provide feedback, requests and make recommendations to the product and development teams.

· Be a detective. You will identify, diagnose and resolve issues related to licensing, configuration and/or use of Adlib products.

· Have a team-first mentality. You will work closely with internal team members and external partners to handle resolution of cases from start to finish in a timely and efficient manner.

· Think 10 steps ahead. You will maintain open lines of communication with the clients to ensure confidence in our product, to closely follow-up on issues and to ensure a transparent and efficient resolution.

Our new Application Support Analyst has:

· The education and experience. A diploma or degree in Computer Science or related experience coupled with two years hands-on experience in a customer support role.

· The critical thinking skills. We need someone who’s able to take a problem and quickly map out a solution. If you don’t know all the answers – that’s ok – it’s how you think about the problem and steps you take to get the results you need that matter most.

· The technical knowledge. You have hands-on experience with most of the following:

· Microsoft Office Suite Products

· Windows Server Operating Systems (2008, 2012)

· MS SQL Server Administration & Database connection troubleshooting

· Basic understanding of SQL queries

· MS Web Services (SOAP, WCF, XML)

· IIS configuration and troubleshooting

· Web technologies such as XML, HTML, Javascript, CSS

· Powershell scripting

· Basic Networking (DHCP, name resolution, firewalls etc.)

· Experience in programming or network administration is an asset.

· The customer savviness. Strong communication, relationship building and conflict resolution skills are critical in this role. You have strong written and verbal communication skills and the ability to work with anyone at any level.

Why Adlib?

Our employees tell us we excel at openness and work-life balance. And while those may be buzzwords used to attract attention, we actually live them. How do we know this? A significant portion of our team have been with the company and grown their careers with us for longer than 10 years. In the tech industry, that’s rare.

But, having said that, we aren’t perfect at everything. We’re continuously working on our change management and we don’t have all of the processes worked out just yet. That means that this is the perfect place to get impact and influence the company at all levels.

Employee wellness and work life balance aren’t just perks at Adlib, they are part of our core values. We offer (and actually execute) an open-vacation policy and promote a number of employee wellness initiatives like massage therapist days, fitness membership reimbursement and healthy snacks in the lunchroom. Our Burlington, Ontario location also translates to minimal commute time and maximum family time and productivity time for many of our employees. If you aren’t stuck in traffic, worried about being late for a professional or personal commitment, life is just less stressful and work is more fun!

Adlib Software is revolutionizing the way organizations think about their content, join us to be part of that change. Apply now or follow us on Twitter, Facebook or LinkedIn.

Adlib seeks to inspire and nurture the human spirit – we understand that each person brings a distinct life experience to the table. Embracing diversity not only enhances our work culture but drives business success. Adlib encourages applications from everybody, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

To apply for this job please visit the following URL: http://bit.ly/2qGfFWA →

About Author

Cassandra Lehocki
As the global leader in Advanced Rendering, Adlib helps organizations in the Energy, Life Sciences, Insurance and Banking sectors, among others, enhance content-centric processes by unlocking the value in unstructured content. Integrating with key business tools, Adlib’s platform improves data extraction, classification, compliance, customer experience, collaboration and the long-term digital preservation of critical business information.