Support Analyst (Calgary, AB Office)
Expera - Powered by Debian IT
Calgary, Alberta, Canada
6d ago

Ok, now on to the serious stuff ...

Support Analyst Summary : As an IT Support Analyst, you will be part of a team that provides remote customer support for a wide range of issues across a diverse client pool.

Support can range from installation, maintenance, configuration and troubleshooting of workstations, mobile devices, software, network infrastructure and servers.

You will be responsible for following, maintaining, and creating network documentation, standards and procedures.

As a Support Analyst, you will be accountable for : · Respond to client requests by phone or email consistently within the expected timeframe· Successfully handle a throughput of 15 requests per day· Communicate early and often with clients and teammates regarding outstanding issues· Solve a wide range of business and productivity issues using technology· Create and maintain network documentation, every time· Implement solutions utilizing simple, proven technologies· Deliver only tested solutions addressing the root cause of an issue· Accurately determine proper course of action when facing conflicting priorities· Update ticketing system in real-time

To be successful in the Support Analyst role, you : · Love helping and teaching others whether they be clients or coworkers· Are decisive after doing necessary diligence but also know when to ask for help· Appreciate culture of empowerment and accountability to a team· Own your mistakes and learn from them· Put client’s and team’s needs first· React with an appropriate sense of urgency· Welcome variety and react to change with flexibility and an open mind

Support Analyst requirements : · Post-Secondary Certificate or Diploma in computer science, IT engineer or other related field.

  • Exceptional proficiency of Microsoft applications and the ability to troubleshoot a wide range of issues · Excellent knowledge of endpoint hardware, it’s functionality and maintenance· Experience using a ticketing system is an asset· At least 1 year of IT Industry experience
  • Expera IT’s Core Obsessions : · Own It & Get er Done Right! · Prevent the Preventable · Deliver Service That Wows, Stat! · Pursue Growth & Learning · Collaborate & Communicate · Be Confident Yet Humble

    Application Process : We are looking for A-Players to join our high performing team of exceptional technology professionals.

    Please note this is not a call center, preference will be given to educated, experienced IT Professionals.

    Step 1 : Step 2 : Now record a quick video (under 3 minutes) of yourself explaining the three reasons why you are awesome and why you want this position.

    Don't let this intimidate you. Just grab your phone, hit the video record button, and point it at yourself while you answer the question.

    We look forward to hearing from you!

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