QlikView / Sense BI Specialist – South Africa
November 29, 2018
Senior Business Analyst – South Africa
December 11, 2018

Technical Support Consultant – North America

Technical Support Consultant – North America

Technical Support Consultant – North America

Job Title Technical Support Consultant
Department Customer Services
Reporting to Customer Services Team Lead
Location Alpharetta, Atlanta
Position type Permanent
Date Advertised 27 November 2018
Start Date As soon as possible
Salary Market-related

IsoMetrix USA Inc. is a fast-growing, international software company playing a leading role in software solutions for Governance, Risk and Compliance. We are looking for a  to join our Customer Success team.

We have a need for a specialist to address technical issues submitted internally and externally, providing second line support on IsoMetrix services and solutions. Join a young, dynamic, passionate team and provide clients with world class support services.


Primary responsibilities

  • Communicate pro-actively to ensure stakeholder satisfaction.
  • Assist in testing new software and templates.
  • Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and managers of product and client trends.
  • Provide beginning to end resolution to all reported issues, for all IsoMetrix, Qlik Sense and other IsoMetrix products, services and solutions.
  • Installation and maintenance of MS SQL Server databases and IIS web applications.
  • Deployment of resources and sites in Microsoft Azure, incl. Virtual Machines, KeyVault, Monitoring and patch management.
  • Provide methodical technical guidance to customers, distribution partners, and colleagues as required.
  • Understand and deal with complex client environments such as, Firewalls, Proxy’s and Cloud based infrastructure.
  • Understand and assist in resolving network related issues experienced by clients –where it influences how IsoMetrix performs.
  • Manage a wide and complex range of requests and incidents.
  • Ensure an efficient and qualitative case handling by following the defined support processes and tools.
  • Interact with Product and Development teams in reporting and documentation of Defects and Enhancement Requests.
  • Perform ongoing testing of issues and resolutions, in support of the Product and Development Teams, including load and performance testing.
  • Work directly with our Projects team; participate in the delivery of solutions and projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks of a technical nature.
  • Solve all Microsoft related issues that hinders either the installation or usage of IsoMetrix products and services.


Minimum Requirements

  • A minimum of 4 years in a software support or a software technical support role.
  • This experience should have been gained within a technical software support environment.
  • IT related qualification.
  • Ability to work remotely effectively.
  • Own transport essential.


Advantageous to have

  • Completed MCSA SQL / MCSE
  • Support methodology training (ITIL, 6 Sigma).
  • Experience with ISO 27001


Essential Skills

  • Training will be provided on IsoMetrix software packages.
  • Experience with Installation and configuration of MS SQL Server databases and IIS web applications.
  • Experience with Installation and configuration of Qlik Sense
  • Experience with installation and maintenance of Microsoft Azure infrastructure-as-a-service (IaaS) deployments
  • An understanding of load and performance testing and troubleshooting in complex environments
  • Experience with Qlik Sense Deployments in enterprise environments.
  • Understanding of database platforms, data analysis and retrieval.
  • Working knowledge of networking in corporate and smaller environments.
  • Excellent troubleshooting and issue resolutions skills.
  • Experience with electronically licensed software.
  • Excellent communication skills – written and verbal (will need to document complex solutions).
  • Ability to multi-task and work with little or no supervision.
  • Ability to work under pressure.
  • Good time management and priority handling.
  • Good interpersonal skills and can build rapport with people.
  • High Stress tolerance.
  • The ability to show initiative.
  • Customer focus.