Level II Support Analyst

4 weeks ago

Calgary AB, Canada Expera IT Full time

Imagine a world where entrepreneurs and their businesses can focus on making a positive impact on the world we live in. Where they can do their work using great technology, supported by great people, that simply works the way it’s supposed to

That’s what we do, and we need your help.

For over 27 years, Expera IT has worked with hundreds of small and medium sized businesses helping them with their technology needs so they can thrive, grow, and achieve their vision.

You can learn more about Expera Information Technology and Vincent Fung's work here:

Why Join Us? 

This is not your typical office job. Our passionately engaged team of A-players is beyond awesome We’re an energetic, fun, focused, and effective group who thrives on big challenges. We have a strong culture of freedom, responsibility, and innovation that fosters minds who wish to experience personal and professional growth on another level. Our culture is fast-paced and we consider our work our “art,” striving for excellence in everything we do. We’re also super proud of the fact that we were recently named one of Canada’s Top 50 Best Managed IT Companies and a Top Growing Company 6 years in a row

Why Else?

We offer an extensive benefits package for all full-time employees, including medical, dental, vision and more. What’s that you say? You want a day off on your birthday? Consider it done We're looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU

If inside you're saying, "Hell Yeah" please continue...Our Level II Support Analyst position will be a key role in the future success of our organization. We are building the foundation to support massive growth and impact. There are exciting opportunities to help truly make a difference in our company and build a team to help drive our vision forward of helping entrepreneurs build successful high-growth businesses that will shape the world.

Ok, now on to the serious stuff...

Level II Support Analyst:

As Level II Support Analyst, you will support a wide range of IT-related issues, provide advice and recommendations based on best practices, and resolve emergency problems that may come up. Support can range from installation, maintenance, configuration and troubleshooting of workstations, mobile devices, or software. From time to time, you will be required to travel and report to client sites in and around Calgary, AB.

As Level II Support Analyst, you will be accountable to:

  • Provide onsite support when remote support is not possible.
  • Answer help desk phone calls.
  • Regularly monitor incoming requests.
  • Respond to client requests by phone and email consistently within the expected timeframe.
  • Successfully take care of a throughput of at least 5-10 requests per day.
  • Communicate early and often with clients and teammates regarding outstanding issues.
  • Solve a wide range of technology-related business and productivity issues.
  • Adhere to scheduled requests to meet client expectations.
  • Implement solutions utilizing simple, proven technologies that address the root cause of an issue.
  • Accurately determine proper course of action when facing conflicting priorities.
  • Update ticketing system notes and time entries in real-time.
  • Escalate tickets within appropriate timeframes.
  • Accurately update client and network documentation.
  • Train, mentor and assist team members, and act as a point of escalation for the Support Analyst I team members.
  • Develop technical skills and knowledge to increase ability to resolve requests more efficiently.

Level II Support Analyst Requirements:

  • Post-Secondary Certificate or Diploma in Computer science or Business or 3 to 5 years related work experience.
  • Must have a valid class 5 driver's license and a vehicle to drive for client visits.
  • Must have experience providing on-site technical support.
  • Strong proficiency of Microsoft applications and the ability to troubleshoot a wide range of issues.
  • Intermediate level of knowledge of endpoint hardware functionality and maintenance.
  • Experience working in Managed Services Providers preferred.
  • Professional appearance and manners.
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • Able to work efficiently as a part of a team as well as independently.
  • Attention to detail in all areas of work.
  • Excellent problem identification and problem resolution skills.
  • Able to remain flexible to handle varying priorities and workload.

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 Instructions:

We are looking for A-Players to join our high performing team of exceptional technology professionals. Here’s what you can expect in our recruitment process:

Step 1: Application Review

Submit your resume and cover letter to showcase your accomplishments and why you believe you're a great fit for Expera IT.

Step 2: 15 Minute Chat

Have a preliminary phone interview to review your qualifications, skills, and fit for the position.

Step 3: Technical Skills Assessment Interview

Participate in a virtual video call to demonstrate your expertise through virtual exercises and scenario-based questions to evaluate your ability to handle complex technical support issues.

Step 4: Culture Fit Interview & Coffee with our Team

Meet our team members for coffee and to discuss your experience, match with the team, and understand expectations.

Step 5: Meet Our VP and CEO

Have a virtual conversation with our VP & General Manager, Ciaran Hogan and Founder & CEO, Vince Fung.

Step 6: Offer

Receive an official offer letter, contingent on a clean criminal background check and successful reference check, to start an exciting and rewarding journey with Expera IT.

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We value diverse perspectives and understand that not every candidate may meet all the requirements listed above. We encourage individuals who believe they possess most of the skills and experience to apply. We welcome applications from candidates who can bring unique strengths and perspectives to our team.

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