Software Support Specialist
Dallas, TX

Job Description

Software Support Specialist

LocationDallas FT/PT StatusFull Time Job Responsibilities: Brock Solutions is an innovative engineering solutions and professional services company specializing in the design, build and implementation of real-time solutions for broad based industrial/manufacturing and transportation/logistics organizations worldwide. Some interesting areas we are exploring include industrial automation, machine learning, IIOT, cyber security, AI, robotics, and other technologies. With approximately 500 employees globally, Brock Solutions is a privately held, employee owned organization with over 30 years in the real-time solutions space.

As Brock Solutions continues to grow and respond to the on-going requirements of major clients, we need to add talent to our base of outstanding professionals. We are currently seeking a Software Support Specialist to join our team of experienced professionals located in our office in Kitchener, Ontario.

As a member of the service team, you will have the opportunity to support and work on exciting high-profile airport, airline, and parcel/post systems in North America and around the world. Our skilled team of Support Specialists are able to stretch their skill sets with a wide variety of cloud, IT/OT, and IoT systems. This is a meaningful role that affects many people every day and requires strong problem solving and customer service skills.

Responsibilities:

* Troubleshoot a variety of cloud, IT/OT, and IoT systems remotely and occasionally on site
* Represent Brock Solutions as the first point of contact for technical incidents, inquiries, and follow-up while maintaining CRM tool with updates, next steps,

and resolution summary

* Quickly Identify and develop resolution to incidents to reduce end user impact
* Provide excellent customer service and communication through empathy and seeking to understand customer processes, environment, and issue impact.
* Be resourceful to ensure that we meet contractual requirements and customer expectations
* Contribute to Service Team knowledge through sharing information and/or writing knowledge articles
* Collaborate with cross-functional teams to analyze, document, and recommend improvements to products and internal processes
* Contribute to continuous improvements within the Service Team
* Assist with customer and new product o boarding

Qualifications Required:

* 1-3 years of experience within a similar role and industry
* Bachelor's degree in Computer Science, Software Engineering, or college equivalent
* Excellent English verbal and written communication skills
* Ability to learn new processes and technologies quickly
* Capacity to - remain calm, empathetic, and in control of high stress situations
* Ability to identify and manage potential escalations in a timely matter
* Solid Foundational knowledge of:
* Windows, Windows Server;
* Web Servers and Web Services
* Android;
* SQL Server (administration, and/or writing basic queries)
* Server hardware and basic networking
* It is an asset if you have experience/knowledge of the following:
* Linux;
* VMware;
* Azure;
* Programming Languages: C#, ASP.NET, C++, Java;
* Software Development Life-cycle;
* Interfaces to controls (OPC, Kepware, etc.) and HMI (FactoryTalk and Wonderware)
* Please note that this position may require travel (approximately 10%) and is part of an on-call rotation

New grads are welcome to apply. If you have graduated within the last 3 years or are still taking classes, please also submit a soft copy of your transcript (unofficial copy is fine).

Other Job Information (if applicable): Brock Solutions strives to create a respectful, accessible and inclusive work environment. Upon individual request, Brock Solutions will endeavour to remove barriers to the hiring process to accommodate those candidates with disabilities.