System Support Specialist (Information Systems)
Interactive Intelligence Inc. - Indianapolis, IN

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The Systems Support Specialist will be responsible for providing problem resolution on all incoming requests for technical assistance from employees of Interactive Intelligence Group. Problems that the Systems Support Specialist cannot resolve will be dispatched to the appropriate subject matter experts and monitored for timely resolution.

Many of our systems and support functions fall under one of the various compliance directives such as Sarbanes Oxley, ISO9001:2008, ISO27001, etc. The Systems Support Specialist must meticulously follow our documented procedures in rendering support and administering these systems.

Major Responsibilities/Activities

Monitor all incoming support incidents and provide resolution or escalation within 2 hours of the occurrence.

Strive to develop increasing breadth and depth of technical expertise with our systems with a goal of resolving 100% of reported problems within prescribed service levels.

Analyze systems issues and escalate the issues to various internal subject matter experts as required for resolution.

Communicate issue statuses to users and management.

Using automation tools, monitor production systems to ensure that they are operating as expected.

Provide end user training on new systems and upgrades of existing systems.

Recommend system improvements based on user feedback and support issues.

Seek to continuously improve the basic methods and practices of the Operations Support team.

Meticulous usage of incident tracking and knowledge management tools to capture and document troubleshooting and problem-resolution procedures.

Communicate procedures for reporting issues and expectations for issue resolution to the end users.

Minimum Requirements

Bachelor’s degree in Information Systems or other relevant discipline.

1 year of professional business experience with demonstrated information systems technical acumen.

Good balance of technical competence and people skills

Salesforce.Com experience

Experience with SQL queries

Eager to learn new technologies and concepts

Solid problem-solving skills with an acute attention to detail

Motivated to bring issues to closure

Willingness to provide excellent customer service

Must be a team player

Work Context

Communicates regularly with peers and management

Communicates with customers/partners, discerns key issues, and recommends solutions

Uses the computer frequently

Compiles support information from multiple sources and writes documentation

Infrequent travel to Interactive Intelligence locations for business meetings, support functions, and training.

Installs/removes computer equipment in labs/offices

Lifts up to 50lbs.

Legally eligible to work in the U.S.

This position is not eligible for H-1B or any other kind of temporary or permanent sponsorship for work authorization by Interactive Intelligence. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.



About this company
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Interactive Intelligence (Nasdaq: ININ) is a global provider of customer engagement, unified communications and collaboration software and...