Database Application/it Support

4 weeks ago

Langley, Canada Focus on the Family Canada Full time

Job Posting

Database Application / IT Support

**Position**:Database Application / IT Support

**Location of Position**:Langley, BC

**Department**: Information Technology

**Term**: Full Time - 40 hours / week

**Posting Open Until**:Filled

**Anticipated Start Date**:ASAP
- **About Us**_

**Since 1983, Focus on the Family Canada has offered help and encouragement to millions of families as they build their lives on the foundation of Jesus Christ. We work hard to respond to many real issues families face today by providing sound and practical guidance based on Christian principles. Our vision is to see every family transformed by love, vibrant in faith and enduring in hope.**
- **About the Position**_

To provide front-line primary support to end users on various technical issues and problems relating to hardware, software, ERP system (NetSuite) and peripherals. To provide end user training on the use of standard software as well as NetSuite. Educate staff on data security best practices and other IT related topics. In cooperation with both the IT and ERP Manager maintain documentation and test new releases of NetSuite, create custom reports / saved searches as required, research and make suggestions on strategic infrastructure investments and IT projects.
- **Key Job Functions**_

**1. Technical Support**:

- Perform root cause analysis for various issues and failures; develop checklists for typical problems and document procedures and controls for problem prevention.
- Monitor support cases in the NetSuite/IT helpdesk system - respond within 30 minutes to emergencies and manage cases until they are resolved.
- Test new releases of NetSuite and ensure the testing matrix for each department is completed prior to release.
- Create custom reports / saved searches as required.
- Provide custom lists according to pre-defined segmentation criteria.
- Escalate issues to NetSuite support and follow up until a resolution is found.
- Annually review existing business and NetSuite processes in each department and recommend if the process can be changed / improved.
- Create and manage documentation of NetSuite processes and configurations as reference for NetSuite users.
- Train staff on NetSuite best practices and processes.
- Technical support for a wide variety of equipment (i.e. Windows PCs, Apple Macintosh

devices, cell phones, servers, printers, and networking equipment etc.).
- Monitor support cases in the IT helpdesk system - respond within 30 minutes and manage cases until they are resolved.
- Provide basic Windows Server support.
- Support the complete Microsoft Office 365 Suite (Word" Excel, Outlook etc.)
- Support Exchange Online and SharePoint.
- Support Intune/ Endpoint Manager to manage computers and cell phones.
- Maintain supplies and services for printers/copiers.
- Setup and deploy new equipment (laptops, desktops, phones etc.).
- Maintain and repair computers and other IT equipment as required.
- Provide smooth onboarding of new users and termination when users leave the organization.

**2. Team Involvement**:

- Participate in team meetings and information sessions to discuss technical issues and strategic discussions on various IT equipment, NetSuite issues and processes.
- NetSuite users during training.
- Participate in staff events such as daily devotionals, lunch and learn and professional development days, etc.
- **About You**_

**1. Education and Professional Experience**:

- Industry recognized certifications such as CompTIA A+, CCNA, MCSE or equivalent experience.
- Familiarity with database design concepts.
- Minimum 3 years’ experience with desktop support in a corporate environment.

**2. Knowledge, Skills and Abilities**:

- The ability to work in an environment with shifting priorities and frequent interruptions with mínimal supervision.
- Ability to meet concrete deadlines while multi-tasking in a fast-paced environment.
- Self-motivated with excellent time management skills
- Excellent trouble-shooting skills with logical approach to solve technical problems.
- Solid knowledge of Windows desktop operating systems, Microsoft Office Suite and various

Microsoft technologies such as Windows Server, Microsoft 365/Exchange Online, SharePoint, Microsoft Endpoint Manager etc.
- Apple Macintosh experience preferred but not required.
- Solid understanding of current standards and IT security best practices (phishing etc.)
- Experience with SQL, Javascript, Git and NetSuite a big plus.

**3. Personal Characteristics**:

- **Highly organized with the ability to prioritize amongst conflicting priorities.**
- Attention to detail.
- Excellent verbal and written communication skills.
- Eager to learn and implement technologies quickly.
- Servant heart with customer service attitude.
- Test new releases of NetSuite and ensure the testing matrix for each department is completed prior to release.
- Create custom reports / saved searches as required.
- Provide custom lists according to pre-defi

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