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IT Support Center Analyst

3 months ago

Burnaby, Canada RB Global Inc. Full time

The IT Operations group provides support for the global Ritchie Bros. organization either directly in person, over the phone, and during after-hours on-call basis. Support is provided 24 X 7. Services provided include call centre services and 2nd level support for RB applications and IT infrastructure and mobile auction kits. IT Operations staff may travel to RB sites around the world to provide IT support for the auctions and for new builds or renovation activities involving IT infrastructure.

The IT Support Centre Analyst is a key member of the Global IT Operations team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service-focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform, or in-person walk-ins. This role requires courteous, timely, and effective resolution of end-user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems, or redirecting to appropriate 3rd level resources.

In addition, this role will involve rotational shifts, overtime, occasional weekend and on-call work, as well as lifting and transporting moderately heavy objects, such as computers and peripherals, and sitting for extended periods of time. Travel to auction sites may be required.

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