It Technical Support Specialist [Acadian Seaplants Limited]

Do you want to work for a company with engaged and passionate employees who lean in everyday?

Now, imagine working for a company where you can positively impact the health and growth of all living things while protecting the environment.

That's what the employees of Acadian Seaplants are proud to do each day.

For twenty consecutive years, Acadian Seaplants Limited has secured the designation as one of Canada's Best Managed Companies! In fact, Acadian Seaplants has achieved Platinum Status for the past ten years!

Your Role

We are seeking a skilled and customer-oriented Technical Support Specialist to join our team. You will be responsible for providing technical assistance and support to our internal and external customers. This role requires a deep understanding of various hardware and software technologies, excellent problem-solving skills, and the ability to communicate complex technical concepts to non-technical individuals. As the Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our systems and maximizing user productivity.

This role will be a Hybrid role. It is expected that the successful candidate with be onsite at our Dartmouth, NS Head Office 2 days per week.

Accountabilities

• Assist with software license management.
• Identify opportunities for process improvement and recommend solutions to enhance efficiency and customer satisfaction.
• Provide user training and create user-friendly documentation to empower users to solve common technical problems independently.
• Collaborate with other team members and/or vendors to escalate complex issues to the appropriate level of support and ensure timely resolution.
• Provide exceptional technical support and troubleshooting assistance via phone, email, video conference, remote access, or in-person.
• Stay up-to-date with the latest technologies and industry trends to enhance technical knowledge and contribute to continuous improvement initiatives.
• Assist in the administration and development of the helpdesk ticketing system.
• Assist with IT Change Control
• Assist with procurement of new hardware.
• Assist in the installation, configuration, and maintenance of hardware, peripherals, software, and network systems.
• Act as initial point of contact for customer incidents and service requests
• Diagnose and resolve technical issues related to computer hardware, mobile devices, peripherals, networks, telecommunications, operating systems (Windows, Linux), security, access, and business applications.
• Collaborate with cross-functional teams, such as system administrators, developers, and project managers, to address technical challenges and improve system performance.
• Document all support incidents, including issue description, troubleshooting steps, and resolution, in a timely and accurate manner using the helpdesk ticketing system.

Requirements

• Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications is considered an asset.
• Solid knowledge of computer hardware, mobile devices, peripherals, networks, telecommunications, operating systems (Windows, Linux), security, access and business applications.
• Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
• Experience with the SAP B1 ERP system is considered an asset.
• Ability to work effectively in a fast-paced environment and handle multiple priorities.
• Experience with the Ivanti IT Service Management solution is considered an asset.
• Customer-oriented mindset with a passion for delivering exceptional service and support.
• Solid knowledge of Microsoft tools and applications including Office 365.
• Familiarity with IT service management (ITSM) principles and experience using ticketing systems.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical individuals.
• 1 to 3 years exp. as a level 1 Tech Support Analyst, preferably in a manufacturing org.
• Proficiency in troubleshooting and resolving technical issues.
• Experience supporting a global manufacturing environment is considered an asset.
• Proven work experience as a Technical Support Specialist or a similar technical support role.

If this opportunity sounds like it was made for you, we'd like to meet you. To further explore this opportunity, just submit your application to Steve Empringham by clicking "Apply Now"

We thank all applicants for their interest, however, only those selected for an interview will be contacted. No phone calls please.