Technical and Software Support Specialist

About this role

What you’ll do

• Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries.

• Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.

• Administer, support, and optimize Windows Server infrastructure, Active Directory, Group Policy, DNS, storage, and core enterprise services.

• Support and troubleshoot Remote Desktop Services environments, including RD Gateway, RD Web Access, Connection Broker, Session Hosts, SSL/TLS certificates, remote access security, and SSO integrations.

• Implement and manage identity and access management solutions, including Microsoft Entra ID, SSO, MFA, SAML, OAuth, OpenID Connect, IIS and role-based access controls.

• Support VMware-based virtual infrastructure, including provisioning, migrations, snapshots, storage management, backup and recovery, disaster recovery, and capacity planning.

• Provide operational support for Microsoft SQL Server, including maintenance, security, performance troubleshooting, backups, auditing, and migration activities.

• Develop PowerShell automation to improve administration, reporting, auditing, troubleshooting, and operational efficiency.

• Implement Self-Service Password Portal for users to manage their own passwords

• Identify when software or technical issues should be escalated to development and provide clear supporting details.

• Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.

What we’re looking for

• Bachelor’s degree in human resource management, accounting, business, or equivalent related work experience

• Some knowledge of AP and payroll processes, human resource management workflows.

• Excellent interpersonal, customer service and written and oral communication skills

• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.

• Strong work ethic and self-starter, ability to work independently and as a team player.

• Strong analytical, troubleshooting, and problem-solving abilities

• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.

• Positive, professional, and solutions-oriented approach

Competencies:
• Action Oriented
• Approachability
• Customer Focus
• Communicative
• Strong Listening Skills
• Patience
• Peer Relationships/Team Player
• Technical Oriented and Adaptability
Required Qualifications:

• Talking to customers to help resolve issues and walk them through procedures. When a phone call is not required, provides steps and written instructions through Team Support.

• Basic knowledge of Microsoft Outlook, Teams, Word and Excel.

• Prior knowledge of ProSoft a plus, but not required.

What will make you stand out

• Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows

• General experience in accounts payable, HR/payroll systems support

• Some basic accounting knowledge

• Creating training videos

• Updating User Guides

• Accounting knowledge will set a candidate apart

Salary: $70,000 - $100,000 USD per year.
Originally posted on Himalayas