Description:
We are seeking a skilled and customer-focused Tier 2 Support Analyst to provide advanced technical support, with a strong focus on Document Management Systems (DMS). You will serve as a bridge between Tier 1 support and engineering teams, resolving complex issues and ensuring seamless document workflows across the organization.
Key Responsibilities
- Provide Tier 2 technical support for DMS-related incidents, escalations, and service requests.
- Troubleshoot and resolve DMS issues related to access control, workflow, storage, indexing, versioning, and retrieval.
- Collaborate with internal IT teams and external vendors to ensure timely resolution of advanced system issues.
- Monitor system performance and proactively identify and address potential problems.
- Assist in DMS configuration, integration, and optimization across departments.
- Create and maintain support documentation, knowledge base articles, and user guides.
- Conduct user training sessions on DMS features and best practices.
- Escalate critical issues to Tier 3/engineering teams when necessary and follow through on resolution.
- Maintain logs of issues and communicate status updates to stakeholders.
- Ensure support SLAs and KPIs are met consistently.
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 2–4 years of experience in a Tier 2 technical support role, preferably supporting Document Management Systems.
- Hands-on experience with popular DMS platforms such as SharePoint, OpenText, M-Files, Documentum, or similar.
- Strong analytical and troubleshooting skills.
- Familiarity with ITIL frameworks and ticketing tools like ServiceNow, Jira, or Zendesk.
- Good understanding of networking fundamentals and Active Directory.
- Excellent communication skills, both written and verbal.
- Ability to work in a fast-paced, customer-facing environment.
- Strong documentation and reporting capabilities.