Application Support Analyst - EAM

No results found•Oakville, ON

3d•CA$70,000 - CA$80,000•Remote

About The Position

The Application Support Analyst will support all EAM applications for Trapeze customers, working with both clients and internal teams to investigate and resolve issues. This position may occasionally require travel for meetings and onsite client support. This role requires availability to work from 8:00 a.m. to 5:00 p.m. CT, Monday through Friday, as well as participation in on-call duties throughout the year. Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development. Building strong and long-lasting relationships are a vital component to working with us. The connections you create, will be with individuals who care about your success and are driven to make a difference. We will provide you with the resources, responsibility, guidance and freedom needed to be successful. You can join our team today and create a long-term gateway to a fulfilling career. We offer opportunities to work in various locations, move departments and expand your responsibilities. At Trapeze we won’t just give you a job, we will welcome you to a team who opens doors to endless possibilities.

Requirements

Bachelor's degree or Diploma in information technology or equivalent experience.
Strong analytical skills and troubleshooting experience.
Effective written and verbal communication.
Results-oriented, collaborative, self-motivated.
Highly organized, assertive, self-directed.
Ability to handle high-pressure situations with urgency.
1-2 years in customer technical application support.
2+ years with Windows Server (2012/2014/2016/2019) and/or VMware.

Nice To Haves

Previous transit industry experience and EAM software knowledge, especially Trapeze EAM.
Enterprise-level technical support experience.
Database knowledge (MS SQL or Oracle), and basic SQL query writing.
Experience with Crystal Reports or similar ad hoc reporting tools.
Network infrastructure knowledge (DMZ, WAN/LAN, ODBC).

Responsibilities

Troubleshoot and resolve databases, system configuration, product functionality, and business enhancement issues.
Investigate, replicate, test, and resolve client issues promptly.
Create bug reports, FAQs, and knowledge base articles collaborating with team members.
Inform customers about problem resolution timelines.
Conduct follow-up testing and troubleshooting.
Install upgrades/updates/patches/releases (some may require off-hours work).
Address customer issues with effective listening, positive actions, information gathering, or ticket escalation.
Prioritize and balance competing issues according to Assigned Metrics.
Maintain a professional and service-oriented company image.
Provide after-hours on-call support.
Conduct instructional webinars and training videos.
Participate in continued improvement training quarterly/annually.