IT Support Specialist

2 days ago

Halton Hills, Ontario, Canada Osnium Software Inc Full time
IT/Technical Support Job Description

We are seeking a highly skilled and motivated IT/Technical Support professional to join our team at Osnium Software Inc. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our customers and ensuring their Osnium product issues are resolved efficiently.

Key Responsibilities:
  • Resolve end-user Osnium product issues, including password reset, software questions, configurations, and more.
  • Provide one-on-one end-user support and problem resolution via various communication channels.
  • Install and manage software upgrades, as well as set up and maintain internal server infrastructure, phone systems, and other technical systems.
  • Perform data conversions and report development to support our business operations.
  • Recognize and escalate complex issues to other departments, prioritizing help desk tickets according to severity.
  • Monitor and assist in keeping internal software working, using help desk log entries to identify trends and trouble spots.
  • Compile, maintain, and file repair records, reports, and other documents as required.
  • Maintain a high degree of professionalism, courtesy, and friendliness in all interactions.
Requirements:
  • A college or university degree, or an acceptable combination of education and relevant experience.
  • 1-3 years of direct work experience in a technical support capacity.
  • SQL Server, Windows Server, and Active Directory experience.
  • Experience with SQL databases and script development.
  • Understanding of Firewalls/Routers.
  • Able to provide a clear vulnerable sector background check.
  • Ability to quickly analyze issues and determine the best course of action using available resources.
  • Sound judgment to escalate issues to senior members within the organization.
  • Excellent written, oral, and telephone communication skills.
  • Detail-oriented and able to communicate in user-friendly language.
  • Exceptional multi-tasking abilities and prioritization skills.
  • Strong customer service mindset and team player able to work under pressure.
Preferred Qualifications:
  • Experience with DevExpress.
  • Programming Experience (C#).
  • Knowledge of ticket management software tools.
Working Conditions:
  • Work remotely temporarily due to COVID-19.
  • Some travel may be required.
  • Manual dexterity required to use desktop computer and peripherals.
  • Overtime as required.

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