Software System & IT Support Specialist

Job Description:

Join our dynamic team at Ace as a Software System & IT Support Specialist! We are seeking a versatile individual with a strong background in NetSuite ERP administration, Microsoft Teams, and SharePoint support. The ideal candidate will manage our help desk environment while providing exceptional support to our users across various IT and software-related tasks.

Responsibilities:

•       Help Desk Management:

-          Serve as the primary point of contact for IT and software-related issues.

-          Prioritize and manage support tickets, ensuring timely resolution of user concerns.

-          Monitor help desk metrics and generate reports to identify areas for improvement.

•          Internal Systems Software Support:

-          Configure and maintain the Ace customer portal, including user setup and management.

-          Support the Ace dispatcher and time admin applications by setting up and managing user accounts.

-          Troubleshoot and resolve tier1 issues related to our internal systems software.

-          Collaborate with the development team to ensure smooth operation and continuous improvement of these applications.

•         NetSuite ERP Support:

-          Assist our NetSuite administrator in managing and maintaining our ERP system.

-          Support our NetSuite administrator with miscellaneous tasks across various modules.

-          Help maintain and update documentation and process guides related to NetSuite.

-          Stay current with NetSuite updates and best practices to optimize system performance.

•       Microsoft Teams and SharePoint Support:

-          Provide expert assistance to users experiencing issues with Microsoft Teams and SharePoint.

-          Troubleshoot and resolve problems related to collaboration, communication, and cloud storage.

-          Train users on best practices and efficient use of Teams and SharePoint features.

-          Help maintain the SharePoint company site

•         User Support and Training:

-          Assist users with a wide range of IT and software-related questions and issues.

-          Develop and maintain user guides, knowledge bases, and training materials.

-          Conduct training sessions to enhance user proficiency in various systems and applications.

•           IT Infrastructure Support:

-          Collaborate with the IT team to maintain and troubleshoot hardware and software infrastructure.

-          Assist in the deployment and configuration of new IT systems and applications.

-          Monitor system performance and proactively identify and resolve potential issues.

Qualifications:

•  Proven experience in NetSuite ERP administration and user management.
•  Strong knowledge of Microsoft Teams and SharePoint, with the ability to provide expert support.
•  Familiarity with help desk management and ticketing systems.
•  Excellent problem-solving and troubleshooting skills for both IT and software-related issues.
•  Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
•  Detail-oriented with exceptional organizational abilities.
•  Ability to multitask and prioritize effectively in a fast-paced environment.
•  Experience in developing user guides and conducting training sessions is a plus.

If you thrive in a collaborative environment and are passionate about leveraging your diverse skill set to drive organizational success, we'd love to hear from you. Join Ace and make a tangible impact as our Software System & IT Support Specialist!