IT & Business Systems Support Specialist

4 weeks ago

Calgary, Canada Trusscore Full time

**Your Mission**

Hybrid role to support our Calgary location and team members, maintaining an optimal IT infrastructure and assisting users with general hardware, technology, infrastructure, software and Business Systems issues.

**Responsibilities**
- General
- Efficiently document end user issues in our ticketing system.
- Build rapport with users to extract detailed information about their technical issues.
- Prioritize and schedule problem resolutions, escalating complex issues where appropriate through the ticketing system.
- Keep a detailed record of the entire help desk request process, from initial inquiry to successful resolution.
- Utilize online resources, such as Technical Documentations and knowledge bases, to troubleshoot and solve problems.
- Identify when to engage 3rd parties and coordinate with them until issues are resolved.
- IT
- Set up workstations for employees, including monitors, peripherals, and other IT equipment, following Company standards.
- Perform hands-on support tasks, including software installations, hardware upgrades, system configurations, and more.
- Thoroughly test solutions to ensure problems are effectively resolved.
- Follow up with users after resolution to ensure satisfaction.
- Analyze documented resolutions and identify trends for proactive problem prevention.
- Business Systems
- Application support for all users
- Handheld and tablet configuration and end user training
- Barcode label printing troubleshooting
- Analytics
- Assist users in creating and maintaining searches and reports in NetSuite
- Familiarity with Knowledge of Power BI (or other analytics tool) and Data Warehouses

**Qualifications**
- A Minimum two years of related experience (providing technical support to clients)
- A technical diploma or degree in Information Technology or a related field, or equivalent hands-on experience.
- Knowledge of Microsoft Operating Systems and Microsoft 365.
- A strong knowledge of TCP/IP and related protocols
- Installation and support knowledge of Microsoft Server, SQL Server
- Installation and support knowledge for firewall devices
- Strong knowledge of MS Office suites
- Strong verbal and written communication skills
- Exceptional customer service skills with effective verbal and written communication.
- Ability to multitask and prioritize effectively with mínimal supervision.
- Capability to manage various tasks simultaneously while aligning with business needs.
- Familiarity with NetSuite ERP software, Barcode Label Printing processes and hardware or an Advanced Analytics tool (like Power BI) is a plus.

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