Technical Support Specialist

1 month ago

Cape Town, Canada Spatial Dimension Full time

Are you a Support Specialist looking to further your career across various technologies and business platforms?


What you will do


Spatial Dimension seeks a highly motivated, enthusiastic, and talented Junior Support Specialist to join the America’s Team to work with our team of project managers, software implementers, business analysts, software developers, IT professionals, and other industry experts. 


The successful candidate will provide technical support to clients using Landfolio (a suite of web-based products and technologies). Technical support encompasses Landfolio and its related enterprise MS-SQL database and Esri GIS technologies, as well as the underlying network and server infrastructure. 


Duties include the installation, maintenance, disaster recovery, troubleshooting and upgrading of the relevant software, data and hardware. You will also interact directly with our clients across North and South America, that operate largely in the mining, renewable energy, and oil & gas space.

We are looking for someone with a love of technology, a love for learning, and a keen eye for detail. 


Skills & experience you should bring


  • Bachelor’s degree/Diploma in IT-related field 
  • Microsoft Certification, MCSE, MCSD or similar (optional but favourable)
  • AWS cloud practitioner and solutions architect certification (optional but favourable)
  • Advanced English and Spanish language skills (verbal and written)
  • Portuguese language skills are a differential


Key Responsibilities


  • Provide end-user support via e-mail (mostly), teleconferencing, instant messaging (occasionally), and telephonically (rarely). Support is mostly provided remotely from the office (or home office) but may sometimes include international travel to client sites.
  • Take ownership of issues or queries raised by clients or internally and manage them to completion using the issue tracking systems, FogBugz and JIRA, and the project management system, Mavenlink (Kantata).
  • On client sites, identify, diagnose, and resolve issues related to the application software or the underlying technologies.
  • Manage the client relationship by providing regular feedback on issues/queries.
  • Assist the business development team by setting up demo sites in the cloud.
  • Assist the implementation team in commissioning new servers and installing and configuring software.
  • Assist software developers by locally reproducing errors within the software.
  • Liaise with the software development and quality assurance teams on the delivery of bug fixes and expected dates for service packs.
  • Maintain local sites that mimic the client’s environment.
  • Assist business analysts in setting up local “working sites”.
  • Monitor the health of client sites using various utilities.
  • Assist with IT-related purchasing for internal and client requirements, as well as hardware configuration.


Personal attributes that we’ll be looking out for


  • Be flexible and adaptable as part of a global organisation that operates in various time zones
  • Be organised
  • Have strong time management skills
  • Have a desire to know how things work
  • Be willing to learn nd to take on new challenges
  • Have good communication skills (written & verbal)
  • Be rational and analytical in your approach to problem-solving
  • Have a strong work ethic and a commitment to always get the job done to the best of your ability


Reporting Structure


This role will report to the Technical Services Manager - Americas. The incumbent will also be accountable to the Project Manager and Technical Lead when working on client-specific projects.


About your location


This is a hybrid role with 3 days per week in Burnaby. As you will be supporting clients and colleagues across different time zones, working hours will need to be flexible.


About Spatial Dimension


Spatial Dimension is a global leader in providing enterprise-scale land management software to customers in the commercial and government sectors. We are one of the few companies specializing in land and mineral rights management systems, and it is all we do. Our successful track record over the past 25 years shows that we do it well.


Founded in 1999 in Cape Town, South Africa, Spatial Dimension has close to 100 global employees with offices in Australia, Brazil, Canada, South Africa, and the United States.


Landfolio has been deployed at more than 30 government agencies globally in the public sector for cadastre, registry, and natural resource management.


In the private sector, many of the world’s most successful mining, oil & gas, renewables, and forestry companies use Landfolio to fulfill all obligations relating to their rights, permits, leases, and related agreements. 


For more information about Spatial Dimension, please visit our website at www.spatialdimension.com



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