Support Analyst

403Tech
Calgary, AB

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Job details

Qualifications

Computer Science
Customer service
Microsoft Office
Databases
Bachelor's
College diploma
Active Directory

Full job description

403Tech Support Analyst: Expert IT Assistance When You Need It

403Tech Inc. is comprised of a dynamic group of professionals dedicated to bringing I.T. solutions to small and mid-sized businesses in Calgary and Toronto.

For this position, we are looking for key candidates who possess a strong service/support orientation. The Network Support Engineer will be responsible for maintaining the design and integrity of customer’s internal infrastructures. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Please attach resume, cover letter and salary expectations and send to

careers @ 403tech.com

POSITION RESPONSIBILITIES:

As part of the IT team in Calgary and Toronto, this individual is responsible for providing onsite support to all customers including support through email, support tickets and phone calls.

Specific Duties

Provide support to clients via email, support tickets and phone calls on a day to day basis.

User Setup and Maintenance in Active Directory and applications

Desktop/Laptop Setup – Troubleshooting, Installing and Configuration through Help Bench

Provide input and create user documentation

Proactive communication of application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders

Provide support for the testing of new and existing software applications under development or consideration for purchase.

Apply diagnostic utilities to aid in troubleshooting

Identify and learn appropriate software applications used and supported by the organization.

Personal Specifications

Education

College diploma or university degree in the field of computer science, information systems, and/or 3 to 5 years equivalent work experience.

Experience

In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Suite, Window (including desktop setup, installation and deployment), and Microsoft 365

Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

Able to develop and interpret technical documentation for training and end user procedures.

Knowledge of trends in technology relating to software applications.

Experience with building and maintaining databases for query and problem tracking.

Skills and Knowledge

Good understanding of the organization’s goals and objectives.

Excellent written, oral, interpersonal, and presentational skills.

Ability to conduct research into software development and delivery concepts, as well as technical application issues.

Ability to present ideas in business-friendly and user-friendly language.

Highly self motivated and directed.

Ability to absorb new ideas and concepts quickly.

Good analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Very strong customer service orientation.

Experience working in a team-oriented, collaborative environment.

Other

May require off hours support

Requires a vehicle

Work Conditions

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Some local travel may be required.

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403Tech Support Analyst: Expert IT Assistance When You Need It

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