Montreal, Quebec Junior Software Support Analyst QC

Job description

At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation. We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. That's why we are working with our customers to develop solutions that can help them reduce their environmental impact, improve their efficiency, and create a more equitable society. We are committed to contributing to the United Nations Sustainable Development Goals (SDGs). These goals are a blueprint for a better future for all, and we believe that technology can play a vital role in achieving them. If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career. Together, we can create a more sustainable future for all. SUMMARY The Jr. Software Support Analyst is responsible for supporting the Fujitsu software solutions (edge, mobile, and cloud), interacting directly with customers (Level 3), supporting the customers field deployments, maintaining the knowledge bases, maintaining the controller network, troubleshooting software systems, escalates to project management & development, maintaining system images, and analyzing trends to deliver effective technical solutions. ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions Essential Functions of the position include, but are not limited to; Provides software support (L3) to Fujitsu Software customers for lab & field issues Collects all necessary details for investigation (location, steps to reproduce, logs & trace evidence) to identify root cause(s). Reproduces customer integration environments for testing, validation, and defect isolation. Supports customers in the deployment of the solutions to the field and the resolution of issue(s). Maintains Knowledge Base (KB) Supports customer installations, upgrades, and deployments of various software solutions: Edge deployments (Windows and Linux) of both applications and software development kits (SDK). Cloud deployments (Microsoft Azure, Google Cloud, Amazon AWS, etc.) of Fujitsu enterprise solutions. Mobile deployments (Android, iOS, etc.) of Fujitsu enterprise solutions of Fujitsu mobile apps. Analyzes Fujitsu Software logs, traces, and any other evidence to diagnose issues, identify performance or operational issues, and determine patterns or steps to reproduce. Triages customer service desk (L1/L2) issues escalated to Fujitsu (L3) ensuring they contain the necessary information (working with them to capture anything missing or collecting it) and ensuring they are directed to the appropriate personnel. Supports Proof of Concept (POC) and Pilot activities in customer labs and field deployments working closely with cross-functional Fujitsu Research & Development teams. Collaborates with cross-functional teams to investigate defects, validate fixes, and improve product stability. Maintains and troubleshoots the store controller network, customer servers running various operating systems (Windows, Linux, Android, iOS). Serves as a liaison between the customer and Fujitsu IT teams to ensure reliable connectivity between the QA lab and external partners. Creates, maintains and performs unit testing of the Windows and Linux base images that are used as the basis for the software installation. Supports continual improvement efforts by considering efficiency improvements and cost reductions. Provides support to customers using the Automatic Software Maintenance system (ASM), diagnoses and resolves various issues. Other Duties and Responsibilities: Participates and contributes in multiple project teams in a support role. Adheres to company policies, safety, and quality. Supports continual improvement efforts and recommends novel ways to improve processes, tooling, and technologies. Makes recommendations to reduce costs. Additional responsibilities as assigned. This job description is not intended to be all-inclusive. Other, reasonable, and related duties may be assigned to meet the ongoing needs of the organization . SUPERVISORY RESPONSIBILITIES None. QUALIFICATIONS Required Knowledge Novice knowledge of various platforms (Windows, Linux, Azure, GCP, AWS, Android, iOS) to support installations, upgrades, deployments, and field issues. Novice experience at analyzing logs (and other evidence) to identify issues, bugs, and their patterns. Novice experience with Databases, Networking, and various Hardware devices. Novice software skills with operating systems (Windows & Linux) for creating and supporting base images. Novice software troubleshooting and testing skills. Novice experience installing and troubleshooting device drivers, application software, anti-virus and anti-malware systems. Required Soft skills Ability to Maintain the Knowledge Base (KB) for customers, peers, and other technical support groups (solution engineers, field engineers, development, and quality assurance). Experienced troubleshooting skills. Experienced communication skills (written and oral). Ability to create clear and usable documentation for all tasks performed in the position. Ability to leverage AI to assist in log analyses and investigations. Ability to write scripts (i.e. PowerShell) to automate support tasks/commands. Strong organizational skills and attention to detail. Strong customer service skills, in person, on the phone and in writing. Comfortable with team-based work structure; Ability to demonstrate flexibility on the job. Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility. EDUCATION and/or EXPERIENCE Minimum of high school diploma with corresponding relevant certifications/accreditations or bachelor’s degree in computer science, computer engineering or related discipline or equivalent combination of work experience and education. 1-2 years of software support experience or 1-2 years of service desk support experience. COMPUTER SKILLS Individual must be PC literate and experienced with all current operating systems. Proficient in Word, Excel, Access, PowerPoint, Outlook and other commonly used applications software is preferred. Background and knowledge in networking and debugging software applications. CERTIFICATES, LICENSES, REGISTRATIONS None LANGUAGE SKILLS Demonstrate ability to read, comprehend, and respond appropriately through written or verbal form in English and French when required; ability to demonstrate tactfulness when communicating, to include internal communication with staff members of all levels; ability to effectively communicate with a variety of audiences (internal, customers, vendors, and 3rd party groups). Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. MATHEMATICAL SKILLS Demonstrate ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Demonstrate ability to effectively apply common sense and follow through to daily tasks; demonstrate ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrat