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IT Technical Support Specialist

7 months ago

Dartmouth, Canada Acadian Seaplants Limited Full time

Do you want to work for a company with engaged and passionate employees who lean in everyday?

Now, imagine working for a company where you can positively impact the health and growth of all living things while protecting the environment.

That's what the employees of Acadian Seaplants are proud to do each day.

For twenty consecutive years, Acadian Seaplants Limited has secured the designation as one of Canada's Best Managed Companies In fact, Acadian Seaplants has achieved Platinum Status for the past ten years

**Your role**:
We are seeking a skilled and customer-oriented Technical Support Specialist to join our team. You will be responsible for providing technical assistance and support to our internal and external customers. This role requires a deep understanding of various hardware and software technologies, excellent problem-solving skills, and the ability to communicate complex technical concepts to non-technical individuals. As the Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our systems and maximizing user productivity.

**Accountabilities**:

- Act as initial point of contact for customer incidents and service requests
- Document all support incidents, including issue description, troubleshooting steps, and resolution, in a timely and accurate manner using the helpdesk ticketing system.
- Assist in the administration and development of the helpdesk ticketing system.
- Assist with software license management.
- Assist with procurement of new hardware.
- Collaborate with other team members and/or vendors to escalate complex issues to the appropriate level of support and ensure timely resolution.
- Assist in the installation, configuration, and maintenance of hardware, peripherals, software, and network systems.
- Provide user training and create user-friendly documentation to empower users to solve common technical problems independently.
- Stay up-to-date with the latest technologies and industry trends to enhance technical knowledge and contribute to continuous improvement initiatives.
- Collaborate with cross-functional teams, such as system administrators, developers, and project managers, to address technical challenges and improve system performance.
- Assist with IT Change Control
- Identify opportunities for process improvement and recommend solutions to enhance efficiency and customer satisfaction.

**REQUIREMENTS**
- 1 to 3 years exp. as a level 1 Tech Support Analyst, preferably in a manufacturing org.
- Proven work experience as a Technical Support Specialist or a similar technical support role.
- Proficiency in troubleshooting and resolving technical issues.
- Familiarity with IT service management (ITSM) principles and experience using ticketing systems.
- Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical individuals.
- Customer-oriented mindset with a passion for delivering exceptional service and support.
- Ability to work effectively in a fast-paced environment and handle multiple priorities.
- Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications is considered an asset.
- Experience with the Ivanti IT Service Management solution is considered an asset.
- Experience with the SAP B1 ERP system is considered an asset.
- Experience supporting a global manufacturing environment is considered an asset.

**_ We thank all applicants for their interest, however, only those selected for an interview will be contacted. No phone calls please._