Support Analyst

Join to apply for the Support Analyst role at Horizon Computer Solutions Inc. Position Summary Horizon’s Support Desk team plays a crucial role in the success of our Managed Services Clients. The Support Analyst develops strong relationships with Clients, expertly triages their root cause technology issues and moves the issue through to the best resolution as efficiently as possible. The Support Analyst is often the ‘face’ of Horizon and is expected to provide high-quality, genuine customer service to Horizon Clients at all times. Location Saskatoon, Saskatchewan, Canada Job Type Direct Hire Remote Type On-Site This Role Provides Services To Horizon Internal – technical support services to Horizon employees and helping to manage Horizon's internal infrastructure. Horizon Clients – technical support services to Horizon's Managed Services Clients. Position Description Promote and embody the corporate culture and Horizon’s core values in all interactions. Encourage and foster a similar mindset within and across Horizon teams. Meet KPI targets: a minimum average of 10 closed tickets/day and 70% First Call Resolution (FCR). Ensure high-quality customer service is always delivered to Clients, meeting or exceeding Horizon's service standards. Respond to tickets (email or phone calls) in a timely manner: create and update Client ticket throughout the lifecycle, effectively triage and diagnose root cause issue(s), assist Clients in resolving their ticket promptly, and, when required, escalated to appropriate resources across the Horizon Technical team. Services may be provided remotely and/or onsite. Keep comprehensive and accurate ticket notes and time entries as they relate to Client issues and work performed on Client environments. Ensure tickets are properly tracked as billable/non-billable. Data integrity and hygiene are strictly adhered to and any data anomalies are reported to management. Adhere to Horizon’s standards regarding accurate time recording and hours of utilization daily. Follow processes, procedures, and work instructions to ensure consistent customer experiences. Be available to cover On Call/After Hours rotation coverage shifts on a preset schedule. Stay current on Horizon’s technology stack and industry trends. Scheduled hours may vary to ensure Horizon is able to provide required coverage for all supported time zones. Other duties as required. Qualifications Degree or Diploma in Computer Science, Information Technology, or related field preferred. Previous experience in a technical support role or similar position is beneficial. Strong technical acumen, problem-solving and analytical skills. Excellent communication skills, both written and verbal. Genuine customer-centric approach with the ability to thrive in a dynamic and collaborative environment. Strong proficiency in troubleshooting hardware and software issues. Extensive experience with standard operating systems (Windows, macOS). Strong knowledge of networking concepts. Strong understanding of IT infrastructure and security. Maintain a professional demeanor, confidentiality, and ethical standards while representing Horizon and interacting with Clients and team members. Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously. Ability to work independently and collaboratively with cross-functional teams. Commitment to continuous learning and professional development. Microsoft, Fortinet and/or Apple certifications are a benefit. Familiarity with the TruMethods MSP methodology is a benefit. Must have a valid Driver’s License and access to a vehicle (mileage expenses will be reimbursed by Horizon). Must be able to lift 50 lbs. An additional requirement of this role is successfully completing a Criminal Record Check. As we carefully review all applications, we want to let you know that we appreciate the time and effort you've invested in applying for a position with us. Our team is diligently working through each application to identify candidates whose skills and experience align closely with the requirements of the roles we’re looking to fill. Please understand that due to the high volume of applications we receive, only selected candidates will be contacted for the next steps in our hiring process. While we would love to reach out to each and every one of you, we want to ensure that we dedicate the time and attention needed to consider each application thoroughly. For those of you who may not be selected this time around, please know that your application remains in our records, and we will certainly keep your qualifications in mind for future opportunities that arise. Seniority level Entry level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr