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EFMS Tech in Raleigh, NC at APEX Systems

Date Posted: 4/15/2019

Job Snapshot

Job Description

Job #:  957842

Our client is looking for FIVE Junior Electronic Facilities Management System (eFMS) for their office in Raleigh, NC. Main qualifications include software upgrades, be able to work with servers, etc. If qualified and interested please send your resume to Katie at kkinsey@apexsystems.com!

In pursuit of new business, we will be hiring a team to begin startup of a Tier 2 and Tier 1 helpdesk to support the eFMS application and users via call and email support. For this opportunity, we are in search of a Jr. System Administrator. 

Job Description:

Technical Support:

Provide user-friendly assistance for individuals having technical problems with the eFMS hardware and/or network.

Application Support:

Possess the ability to provide application support and delivers technical support for software applications and technologies to a specific target audience, according to the needs of the end-users. Must understand high-level technologies, and help to interpret feedback from end users or address other issues as necessary. Assist the developers of other affiliated teams by ensuring that the existing software architecture within a business is working well and being used efficiently.

Job duties may include:

  • Researching technical issues
  • Walking customers through solutions
  • Reviewing product change requests
  • Learning about product updates and new technologies
  • Managing and processing customer issues via Service Now

Qualifications: 

  • Associates or Bachelor degree in business administration or information technology field.
  • Three to five years of work experience providing customer support to end-users
  • Working knowledge of Service Now incident management
  • Walking customers through solutions
  • Strong leadership and critical thinking skills
  • Knowledgebase and wiki writing skills
  • Strong communication skills
  • Strong reporting skills

Background: 

  1. Provide Tier I and Tier II technical support for the eFMS platform to include problem resolution and problem escalation of application and hardware issues initiated via live calls and/or emails from users and power users of the application.  The eFMS application consist of 20 modules. 
  2. Interface with end users, Tier III, Tier IV and other support organizations, to resolve issues and/or escalate to an appropriate tiered support organization for final resolution when required. 
  3. Develop and maintain processes and procedures using the knowledgebase properties in ServiceNow to expand and develop the eFMS Kbase.
  4. Tier I must provide triage support for all incoming calls and emails to gather information and resolve the applicable issues at an agreed upon resolution rate. This Tier will also provide how-to and instructional support to the users.  Support must be provided for desktop application users as well as mobile application users. 
  5. Tier II must provide advanced trouble shooting/ resolution support for the incidents unable to be resolved at the Tier I level to include initiating database dumps and creating customized database queries. 

Approach:

  • Provide tiered call and email support for approximately 11K users and 1K power users.
  • Respond to phone call and email inquiries from eFMS users and power users wherein the support staff will perform triage, fact-gathering and initial diagnosis of reported issues and resolve all issues commensurate with provided training and education. 
  • Escalate any unresolved issue(s), as required, to the appropriate team for further investigation and final resolution.
  • Provide application support to include how-to and instructional training as requested and/or necessitated.
  • Troubleshoot network and hardware issues that pertain to the functionality of the eFMS application and the noted modules therein.
  • Provide workstation support for the users’ ACE computers and work with the server team to troubleshoot servers and/or other hardware issues.
  • The team will provide advance diagnostics as well as database reporting to include customized queries as requested and/or necessitated by the end users and/or program manager.

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178