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Level II Support Analyst

2 months ago

Calgary, Canada Expera IT Full time

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:

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

Level II Support Analyst Requirements:

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

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:

  1. 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.
  2. Step 2: 15 Minute Chat
    Have a preliminary phone interview to review your qualifications, skills, and fit for the position.
  3. 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.
  4. 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.
  5. Step 5: Meet Our VP and CEO
    Have a virtual conversation with our VP & General Manager and Founder & CEO.
  6. 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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