Full-Time Power BI End-User Support

We are seeking a Power BI End User Support Technician to join our IT team. The ideal person for this role will need to not only have a strong grasp of Power BI and its functionalities but also be flexible and a strategic thinker able to take on a variety of tasks. As a Power BI End User Support Technician, you will be responsible for providing technical Power BI end-user support for issues and requests while maintaining exceptional end-user customer experience.

Job Responsibilities

• Provide daily support to end users ensuring fast resolution of Power BI incidents and requests.

• Receive, analyze, and identify solutions to complex issues in Power BI, working closely with different internal stakeholders.

• Resolve tickets and escalations ensuring that the end-users stay informed as to the status/solution of their issues.

• Record technical issues and document findings to create user guides or knowledge base and training sessions.

• Act as an advisor to end-users handling complex, repeatable, or escalated cases, while collaborating within and across teams, leveraging troubleshooting tools and practices.

• Perform complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.

• Translate feedback, analyze patterns of problems, and identify workflows to optimize the support process.

• Leverages overall Power BI knowledge to determine if and when features in the system require enhancements.

• Participates in case triage meetings and/or case discussions to share knowledge with other team members and contribute to more rapid customer solutions.

• We work a flexible schedule, including support on some Colombian holidays, with US holidays off.

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Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field AND 5+ years of Power BI technical support, technical consulting, or information technology experience.
• Professional level English fluency.
• Track record in technical support or a similar customer-facing role within the technology sector.
• Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.
• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.
• Basic network troubleshooting skills.

Preferred Qualifications

• Thriving in a fast-paced, high-volume environment.
• Experience with ServiceNow or other similar HelpDesk ticketing programs

Physical and Mental Job Qualifications

• Prolonged periods of sitting at a desk and working on a computer. 

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.

• Our flexible work environment allows employees to work remotely when needed
• Generous Annual Leave Policy
• Comprehensive Medical Insurance

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.

Please explore what we’re all about at www.jsheld.com.

EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation, please email jobs@jsheld.com and include “Applicant Accommodation” within the subject line with your request and contact information.

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