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Junior Support Analyst

2 months ago

Sydney, 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 toThat’s what we do, and we need your help.For over 25 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:www.experaIT.comWhy Join Us?This is not your typical office job. Our passionately engaged team of A-players is beyond awesomeWe’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 4 years in a rowWe'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, YOUIf inside you're saying, "Hell Yeah" please continue...Our IT Support Analyst position is a key role in the future success of our organization. We are continually working towards future growth and impact. There are exciting opportunities to truly make a difference in our company and build a team to drive our vision forward of helping entrepreneurs build successful high-growth businesses that will shape the world.Support Analyst I Summary:As an IT Support Analyst, you will be part of our First Contact Team that provides remote customer support for a wide range of issues across a diverse client pool. Support can range from installation, maintenance, configuration and troubleshooting of workstations, mobile devices, software, network infrastructure and servers. You will be responsible for following, maintaining, and creating network documentation, standards and procedures.As a Support Analyst, you will be accountable to:
  • Respond to client requests by phone or email consistently within the expected timeframe
  • Successfully handle a throughput of 15 requests per day
  • Communicate early and often with clients and teammates regarding outstanding issues
  • Solve a wide range of business and productivity issues using technology
  • Create and maintain network documentation, every time
  • Implement solutions utilizing simple, proven technologies
  • Deliver only tested solutions addressing the root cause of an issue
  • Accurately determine proper course of action when facing conflicting priorities
  • Update ticketing system in real-time
To be successful in the Support Analyst role, you:
  • Must love helping and teaching others whether they be clients or coworkers
  • Are decisive after doing necessary diligence but also know when to ask for help
  • Appreciate culture of empowerment and accountability to a team
  • Own your mistakes and learn from them
  • Put client’s and team’s needs first
  • React with an appropriate sense of urgency
  • Welcome variety and react to change with flexibility and an open mind
Support Analyst requirements:
  • Post-Secondary Certificate or Diploma in computer science, IT engineering or other related field.
  • Minimum 3-12 months work experience.
  • Exceptional proficiency of Microsoft applications and the ability to troubleshoot a wide range of issues
  • Excellent knowledge of endpoint hardware, its functionality and maintenance
  • Experience using a ticketing system is an asset
  • Able to commute to the Sydney, Nova Scotia office location
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 Process: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:We look forward to hearing from you #J-18808-Ljbffr