Information Technology Support Specialist

4 weeks ago

Vancouver, Canada Aquilini Development & Construction Full time

**Position**: Information Technology Support Specialist

**Reports to**: Director, IT

**THE TEAM**

Aquilini Group (“AG”) is a diversified family business founded in Vancouver, BC more than 50 years ago with roots in the real estate development and construction industry.

Today the company owns and manages an international real estate portfolio that includes commercial and residential properties, hotels, golf courses, vineyards and blueberry and cranberry farms.

In addition to its ongoing pursuits in real estate development and construction, AG has expanded its holdings to include assets in the sports & entertainment, renewable energy, aquaculture, tourist attractions, restaurants, and food & beverage industries.

**THE OPPORTUNITY**

The Information Technology Support Specialist will be part of the Information Technology Department responsible for the implementation and the continuously improvement of enterprise technology. Reporting to the Director of IT at Aquilini Development and Construction.

The Information Technology Support Specialist is responsible for providing direct support and troubleshooting software and hardware issues for on-site and as the head-office teams. The Information Technology Support Specialist is expected to coordinate between the end-users, the internal IT technical team and external vendors.

The Information Technology Support Specialist will investigate research, document, respond, and provide timely status and resolution to all incoming inquiries and provide related training.

**THE ROLE**

**Ticket management**
- Supporting end-user by responding to inquiries, questions, and reported issues
- Triaging, prioritizing, solving or distributing new requests
- Following-up with different parties to ensure tickets are resolved on-time and quality
- Meeting regularly with end and power users (at the head-office and on site)

**Maintenance/Support**
- Solving technical problems including software and hardware
- Managing user administration: access, visibility, and permissions
- Managing system customizations including objects/tables, fields, workflows, approval process, validation rules
- Providing tier 3 knowledge and support to resolve incidents
- Coordinating with external vendors or with the internally IT teams
- Update user guide after each release, communicate on new features, and train users
- Performing mass exports, transformations and uploads / updates of data as required, and monitoring data quality
- Create and update enterprise and user reports and dashboards
- Helping with regression testing during releases. Implementing structured testing to ensure functionality and to identify and address deficiencies
- Coordinating with external vendors

**REQUIRED EXPERIENCE AND QUALIFICATIONS**
- Minimum 2 years of experience of IT support
- Bachelor's degree in a computer science or equivalent
- Proficient with Microsoft Office Suite (Power Automate and SharePoint an asset)
- Proficient with an ERP (Acumatica or Sage 300 is an asset)
- Experience supporting end-user on software and hardware
- Knowledge of technology tools such as ServiceNow, JIRA, MS DevOps
- Excellent troubleshooting, problem-solving, time management and organization skills
- The ability to collaborate fluently with cross-functional partners
- The appetite to continuously learn and develop oneself
- A sense of urgency and ability to prioritize an issue/request backlog

**WORKING ENVIRONMENT**
- This is a fully in-office/onsite role
- Site locations are but not limited to:

- Tsawwassen
- North Vancouver
- Vancouver
- Burnaby

**BY JOINING AQUILINI, you will find**:

- A challenging work environment in which honesty, discipline, integrity, excellence, and teamwork are highly valued;
- Opportunities for development and growth.

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