Technical Support Analyst

7 months ago

Edmonton, Canada eQube Full time

POSITION DUTIES AND RESPONSIBILITIES
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults internally on all eQube systems.
- Provides telephone, in-person and online support to eQube systems end-users.
- Provide excellent customer/client experience, the service and support should be immediate and precise on all technical issues.
- Ability to respond to queries in a quick manner that results in great user experience.
- Installing, configuring and ongoing management of IT hardware and software (inc. but not limited to in house systems and client requirements).
- Following diagrams and written instructions to repair a fault or set up a system, and/or creating such documentation if it does not exist.
- Refers major problems to VP Operations for assistance in correction.
- Supporting the roll-out of new System installations.
- Responding within agreed SLA time limits to Customer issues.
- Working continuously on a task until completion (or referral to third parties/Development team, if appropriate).
- Prioritizing and managing many open cases at one time.
- Establish and maintain effective professional working relationships with co-workers, and every level of management.
- Stay abreast of the latest developments in IT technology and remain highly technically competent while striving for enhanced productivity.
- Present a professional image as a representative of the company.
- Other duties as required/assigned.

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