IT Support Analyst

  • Full Time
  • Nisku
  • Applications have closed

Website Oil Country Computers

Key Areas of Responsibility
• Resolving technical support issues (related to servers, applications, networking, backups, security, etc.); escalating to co-workers where appropriate;
• Working with co-workers on problem tickets in order to mentor and reduce escalations over time;
• Create new user accounts in Office 365
• Setup new PC’s for users install all applications, Printers ect
• Primarily providing remote support, but also providing on-site support as required;
• Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate;
• Maintaining accurate documentation of client networks, resolved issues, and client information;
• Communicating ticket status and updates directly to clients;
• Striving to ensure the highest level of customer satisfaction, and other performance metrics, meet Company expectations, as provided;
• Participating in team and company meetings to help ensure the success of the team and organization;
• Yearly learning on products and services we supply;
• Being willing to work flexible hours when required to meet client deadlines;
• Tracking time and work completed in ticketing system;
• Performing other duties and tasks as required
• Participate in on-call rotation

SKILLS & KNOWLEDGE

We’re flexible but these are very important to us:

• Highly comfortable in interacting with others, of varying personalities, on the phone and through chat and face to face

• Adaptable and open to constant priority changes

• Calm and collected disposition because there will be pressure and difficult situations

• Combination of education and certifications

• Microsoft, Cisco, and CompTIA A+ certifications are assets

• 2 – 5 years of previous experience providing Tier 1 technical customer support

• Be available to take on shifts between the duration of Mon-Fri 8am-5pm

Nice to have

• Experience with Office 365 administration

• Experience with SharePoint

o Creating Permissions

o Creating Sites

o Editing Sites

• At least 1 year experience with the following;

o Windows 7 & 10

o Microsoft Office Suite

o DHCP

o DNS

o Terminal Services