Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
Investigate and analyze reported user’s queries/issues/problems from external customers through to a satisfactory conclusion within the SLA’s that are specific to the customer.
Ensure that the recommendations/ solutions are in accordance to the Standard Operating Procedures and customer’s system design.
Update users/customers during the troubleshooting and lifecycle of the issue, ensuring the customer is always up-to-date.
Test solutions, scripts and fixes (within parameters provided by the customer management), and co-ordinating issues with other departments.
Produce necessary documentation of Epicor Cloud Services service’s and users.
Coordinate with the customers on solutions to be completed at the customer’s site.
Prepare and provide execution instructions for the relevant users and customers.
Issues relating to other software should be recorded and then passed onto other departments.
Provide training to end users when required.
Occasionally write reports within guidelines.
Maintain an audit trail of the actions/steps/testing taken for a specific issue under the ticket number of the action request system.
Don't want to miss the next one?
Subscribe to daily email alerts for roles matching your interests.
Consult with experts outside of department where issues that cannot be solved.
Our Analyst’s that work in Cloud Services will provide the following Services to our customers. Some experience of these services will be desirable but not essential:
Hosting
System Management
Server and Database Backups
Database Administration
Application Maintenance
User ID Provisioning
Printer Management
Capacity Management
Availability Management
Disaster Recovery
To be a successful Technical Support Analyst the following skills are essential:
Good knowledge of computer technology (see technology skills list)
Good verbal communication skills
Fluent spoken and written English language
Quick Learner
Flexibility
Timing
Reliability
Proactivity
Multitasking
Enthusiasm and willingness to learn and develop
Consulting and/or support experience
Technological skills and experience in some of the following is strongly desirable:
Azure / Amazon Web Services / Google Cloud
Microsoft Windows Server
Microsoft Active Directory
Kubernetes
PowerShell scripting
Microsoft SQL
VMWare / HyperV
Special Features and Requirements
The Analyst's will be required to work on some weekends and public holidays as assigned by their managers.
The training period takes 3 months, afterwards is scheduled for a fortnight-period. Includes on the job training, web based trainings, internal trainings, study of historical data material and self-learning
The Analyst's will be expected to study and understand ITIL (Information Technology Infrastructure Library) framework and how it applies to day to day activities
Training will be provided for Epicor specific technical knowledge and functional knowledge, also Cloud Services Analyst's will be asked to take Epicor certifications on ERP
In certain occasions the Analyst will be asked to take over tickets and cases from his/her peers when these may not be available to work
In return you can expect a great team environment along with a career path that can take you into other areas of Support or Consulting. We offer a competitive salary and benefits.
Epicor is proud to be an Equal Opportunity / Affirmative Action Employer
LI-SH1 #Hybrid
Evening shift: 4:30 PM to 1:30 AM
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
- Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
- Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
- Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
- Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
- Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
- Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
- Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Shweta Halyal
Similar roles you might like
More openings like this one — take a look before you go.
