Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

Job Description

As a 2nd line support specialist you will provide excellent support not only related to our products, but complex problems concerning everything in the customer´s environment from clients to network and servers. We expect you to take ownership of customer reported issues and provide assistance in quick service restoration and problem resolution. You will ensure that client expectations are properly managed, and that technical issues are resolved to the client's satisfaction in a timely manner.

In this role you will partly work with reproducing issues reported by customers in lab environment and work with escalation and development engineering teams to provide a workaround or resolution. 

You will continuously develop and maintain your troubleshooting skills on all Snow Software’s products and technical knowledge in industry standard based technologies. 

Part of your responsibility will also be to train 1st lines to help them towards achieving their targets. This is done both by direct contact with them as well as the KCS process (Knowledge centered services).

Qualifications

• At least 3 years of experience from working with advanced technical business to business support or application management.
• Excellent troubleshooting skills regarding client and server technologies.
• Experience of delivering support for mixed IT environments and MS SQL based applications. .
• Strong knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix and OS X.
• It’s an advantage if you are familiar with Microsoft SCCM, PowerShell, IIS, and Software asset management (SAM).

To be successful in this role we see that you are service minded and a great communicator. Your motivation lays in solving problems for our customers and helping others. You appreciate being part of a team and fully understand how sharing knowledge with you colleagues helps us deliver better solutions to our customers. 

You are curious and continuously find ways of building improvement for you as a person but also for the team. In order to keep up with the rapid change of our products and business you need to be flexible, solution oriented and not afraid of rolling up your sleeves.

 The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of both local and global teams to deliver customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability to help build and protect the strong Snow Software brand image.

Snow Software is an equal opportunity workplace and an affirmative action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.