Technical Support Analyst

1 month ago

Moncton, New Brunswick, Canada Xperigo Full time

Enhance Your Career with Xperigo

At Xperigo, we pride ourselves on being a leader in the automotive services sector, providing exceptional roadside assistance and customer support for over three decades.

WHO WE ARE

Xperigo is a Canadian-based company that specializes in delivering top-tier automotive and roadside services across North America. Our commitment to excellence drives us to continuously innovate and implement cutting-edge technology solutions, ensuring that we meet and exceed the expectations of our diverse clientele, which includes automotive manufacturers and rental car companies.

ROLE SUMMARY

We are in search of a proficient Support Desk Analyst to become a vital part of our IT Services team. The ideal candidate will handle service desk analysis, manage incidents, oversee JIRA administration, and provide project support. This position requires a robust technical foundation, superior problem-solving abilities, and the capacity to perform effectively in high-pressure situations.

PRIMARY DUTIES

Service Desk Analysis / Incident Management

  • Assess, escalate, and track all incidents and service requests.
  • Conduct root cause analysis and document findings.
  • Deliver Level 1 support as part of an on-call rotation to ensure continuous service availability.
  • Implement Level 1 administrative changes, which include:

Managing current Windows desktop operating systems and troubleshooting various connectivity issues.

Overseeing Exchange Online (including mailbox creation and management).

Administering Office 365 (user creation, group memberships, and permissions).

  • Utilize JIRA's reporting capabilities to:

Analyze trends: Monitor ticket volumes, response times, and resolution rates.

Identify bottlenecks: Recognize areas requiring enhancement.

Ensure SLA compliance: Adhere to established service level agreements.

  • Collaborate with external partners and vendors regarding incidents.

JIRA Administration

  • User Management: Add, modify, and remove user accounts in JIRA.
  • Project Configuration: Establish and configure JIRA projects, workflows, and issue types.
  • Customization: Tailor JIRA screens, fields, and notifications to meet organizational requirements.
  • Security and Permissions: Set access controls, roles, and permissions for various user groups.
  • Integration: Connect JIRA with other tools (e.g., Confluence, Bitbucket) to enhance operational efficiency.

Project Support

  • Collaborate on tasks and project delivery, ensuring timely and efficient outcomes.
  • Build strong relationships with local staff, serving as the primary support and technical liaison.
  • Assist in team projects, including analysis, design, documentation, and testing of solutions.
  • Provide local site knowledge as needed on cross-functional teams.
  • Support internal IT initiatives leveraging existing and new technologies to drive cost efficiency and deliver innovative solutions.

QUALIFICATIONS

  • Post-secondary certificate or diploma in a relevant field is preferred.
  • 3-5 years of experience in building and maintaining a JIRA-based Service Desk (Jira Service Management) with SLA reporting.
  • Experience in maintaining systems, applications, and processes.
  • Familiarity with SharePoint 365 Server and supporting Microsoft Office 365.
  • Working knowledge of call center telephony solutions.
  • Basic understanding of networking technology, ideally N+ certified.
  • ITIL Foundations v3 or v4 certification is preferred.
  • Basic knowledge of Active Directory.
  • Experience with Microsoft Azure and supporting Windows 10 and Windows Server is advantageous.

PREFERRED CERTIFICATIONS/DEGREES

  • ITIL v3 or v4 certification is preferred.
  • A+, N+ certification is preferred.
  • Microsoft Certified: Azure Fundamentals.
  • Atlassian Certified Associate - ITSM with Jira Service Management foundations certification is preferred.

EMPLOYEE BENEFITS

  • Competitive salary with a flexible benefits package including health and dental options.
  • Performance-based bonuses and incentives.
  • Three weeks of paid vacation annually.
  • Defined Contribution Pension Plan with 100% matching.
  • Virtual healthcare options for family and pets.
  • Annual wellness reimbursement.

Xperigo is committed to fostering an inclusive workplace. We provide accommodations for applicants with disabilities throughout the recruitment process. If you require any accommodations, please inform us to ensure your equal participation. All personal information collected will be handled in accordance with applicable privacy legislation.

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