Intermediate Technical Support Analyst Jobs

· Ensure all cabling is firmly connected and secured with appropriate cable management

Onsite NO ability to work from home PM role

· Must have PC and Tablet skills

· Relies on limited experience and judgment to plan and accomplish goals.

Possess 1 to 2 years experience in a break/fix environment.

· Strong verbal and written communication skills.

Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps

Applies knowledge of CDK case resolution process, policies, and escalation methodology

3-4 years of user support or implementation experience within a technical support organization or field service organization

Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred

Excellent customer service skills via phone and in person

Experience with Voice/IP, PBX, or other telephony system

Strong organizational, time management, and communication skills

Assisting with management of user accounts and subscriptions for licensed software.

Assisting in basic connectivity, and network and firewall management (Fortinet, Cisco), monitoring and troubleshooting.

Post-secondary education in related field and 2 years previous IT-related experience

Thorough MacOS, Windows and iOS knowledge

Mac desktop application knowledge (Microsoft Office, Adobe, etc.)

This education equivalency is in addition to the experiential requirements outlined below.

Experience in an educational environment is preferred.

This is a Full-time Temporary Contract to November 15, 2024.

To be considered for this opportunity, you will bring the following:

Working knowledge and experience in Linux or Unix environment a plus

Performs translation of online communication to/from customers using our Machine Translation Tool and manage day-to-day case management translation tasks

Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience

Experience working with Single Sign-On, Backbone.js, JQuery and/or Bootstrap is a plus

Working knowledge on Java, C#, .NET, PHP or other programming language would be beneficial

Experience interacting with customers in person or over the phone is preferred

Time Management: Effective time management skills to handle multiple cases while ensuring a timely and thorough resolution for each customer.

Remote Collaboration: Strong skills in remote communication and teamwork, ensuring smooth interaction with both customers and colleagues.

Ticket Management: Accurately document customer interactions, troubleshooting steps, and solutions in our ticketing system to maintain a comprehensive support history.

Problem-Solving Skills: A strategic thinker who can analyze issues, identify patterns, and offer innovative solutions.

Customer-Centric Mindset: A dedication to delivering top-notch customer experiences with patience, empathy, and clear communication.

Technical Troubleshooting: Provide remote technical assistance to customers, diagnosing and resolving software, hardware, and connectivity issues with precision and clarity.

Experience using Microsoft Endpoint Configuration Management is an asset

Occupational Experience & Education Requirements

Experience / certification in Mac OS and iOS support

Provide remote technical support using remote control tools

Post secondary education in a related technical field

3+ years of technical support experience

Create and manage PC images

Remote systems upgrades and install (at Country offices)

Active Directory Group Policy Administration experience an asset

Experience using system recovery imaging software an asset

Network administration experience an asset

Advanced problem solving and customer support skills

5+ years experience in technical analyst support role, or similar.

Leadership experience such as Team Lead, Tech Lead, or similar.

Experience working on Tier 2 technology support.

Strong technical capabilities in Database administration.

For full details and a discreet conversation on this opportunity, contact Katie on [email protected]

Post-secondary education, IT technology diploma or relevant certification

ActiveSync, Mobile Device Management in IOS, Android and Windows Phone

Proficient and accurate data entry capabilities

Proven organizational, decision making, time management and collaboration expertise

Assist in supporting of Cardlock incident and service requests related to software, hardware and applications associated with Cardlock requirements.

Working knowledge of the environment not limited to:

5 - 7 years of hands-on technical knowledge of laptop and desktop design and software

· Relies on limited experience and judgment to plan and accomplish goals.

· Possess 1 to 2 years’ experience in a break/fix environment.

· Strong verbal and written communication skills.

Location: Ottawa, Ontario CAN K1A 0P8

Duration: 12 Months (With possible extension no guarantee)

Excellent problem-solving, troubleshooting and time-management skills

Note: As a 24x7x365 organization, incoming call rotation, shift work, holidays, weekends and on-call responsibilities may be required.

6+ years’ experience in a technical support field

N-ablite Learning – custom learning experience as part of our investment in you

What do we offer you?

Adhere to prescribed troubleshooting procedures

Effective organizational and time management skills with the ability to work remotely with little supervision is essential

Strong knowledge and experience of SDLC, ITIL framework, ITSM processes

Perform change control, incident resolution, quality assurance and testing, knowledge base updates, and implementation of releases and updates to engineering systems

Software development/system configuration experience with a SQL Server database environment

Strong written and verbal communication and interpersonal skills to collaborate effectively as a member of a distributed team

Previous Agile and Product Ownership experience

Bachelor’s degree or equivalent combination of education and experience

Proven organizational skills with ability to effectively manage multiple projects

You have fantastic people skills; you’re able to listen thoroughly and understand issues quickly.

Assists customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services

Logs and tracks customer interactions using the designated customer resource manager (CRM)

1-3 years prior customer support experience or technical/help desk experience

Knowledge of SCCM 2016 and current branch versions for client management, image management, imaging, application deployment, PXE boot, etc.

Management of regional branch IT assets and coordination of the asset refresh process.

Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements

Understanding of change control and change management processes related to IT

Post-Secondary education in a related discipline and certification in Information Technology.

Minimum 2-3 years' experience in IT support in a medium to larger complex organization.

Knowledge of SCCM 2016 and current branch versions for client management, image management, imaging, application deployment, PXE boot, etc.

Management of regional branch IT assets and coordination of the asset refresh process.

Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements

Understanding of change control and change management processes related to IT

Post-Secondary education in a related discipline and certification in Information Technology.

Minimum 2-3 years' experience in IT support in a medium to larger complex organization.

Specific Qualifications or Experience Required:

Onsite work to gather information required for VOIP phone deployment

Onsite work to deploy new VOIP handsets

Diagnose and locate equipment faults, and adjust, replace or repair telecommunications equipment

Inspect and test operation of telecommunications equipment

Install, arrange, remove and maintain telephone equipment, wiring and associated hardware

Responsible for taking business requirements and translating them into technical requirements and solutions.

• Create business requirements, functional specifications and technical requirements.

CL-Technical Analyst - Intermediate (Hybrid Worker's Productivity Project)

Office of the Corporate Chief Information Officer

Service Desk & User Services

J.G. O'Donoghue Building, 7000 - 113 Street NW, Edmonton, AB

1120 Bd Marie-Victorin, Longueuil, QC J4G 2H9, Canada

Duration: 12 Months Contract to hire

Shift Hours: Mon-fri 8:00 Am – 5:00 Pm