Client Support Technician

3 weeks ago

Vancouver, British Columbia, Canada Spatial Dimension Full time

Position Overview
Are you a Client Support Technician eager to advance your career across diverse technologies and business platforms? Spatial Dimension is in search of a dedicated and enthusiastic Junior Client Support Technician to join our Americas Team. You will collaborate with project managers, software implementers, business analysts, software developers, IT professionals, and other industry experts.

Key Responsibilities
The successful candidate will deliver technical assistance to clients utilizing Landfolio, a suite of web-based products and technologies. This role involves:

  • Providing technical support related to Landfolio and its associated enterprise MS-SQL database and Esri GIS technologies, along with the underlying network and server infrastructure.
  • Handling installation, maintenance, disaster recovery, troubleshooting, and upgrades of relevant software, data, and hardware.
  • Engaging directly with clients across various regions, primarily in the mining, renewable energy, and oil & gas sectors.

Qualifications and Skills
We are looking for candidates who possess:

  • A Bachelor's degree or Diploma in an IT-related field.
  • Microsoft Certification, such as MCSE or MCSD (optional but advantageous).
  • AWS cloud practitioner and solutions architect certification (optional but advantageous).
  • Proficiency in English and Spanish (verbal and written); Portuguese language skills are a plus.

Core Duties
Your responsibilities will include:

  • Providing end-user support primarily via email, with occasional teleconferencing and instant messaging.
  • Managing issues or queries raised by clients or internally, ensuring resolution through issue tracking systems.
  • Identifying, diagnosing, and resolving issues related to application software or underlying technologies at client sites.
  • Maintaining client relationships by offering regular updates on issues and queries.
  • Assisting the business development team in setting up demo sites in the cloud.
  • Supporting the implementation team in commissioning new servers and configuring software.
  • Collaborating with software developers to reproduce errors within the software.
  • Liaising with software development and quality assurance teams regarding bug fixes and service pack delivery timelines.
  • Monitoring the health of client sites using various utilities.
  • Assisting with IT-related purchasing for internal and client needs, including hardware configuration.

Personal Attributes
We value candidates who are:

  • Flexible and adaptable within a global organization operating across various time zones.
  • Organized with strong time management skills.
  • Eager to learn and take on new challenges.
  • Effective communicators, both written and verbal.
  • Analytical and rational in problem-solving approaches.
  • Committed to a strong work ethic and delivering high-quality results.

Reporting Structure
This position will report to the Technical Services Manager - Americas and will also be accountable to the Project Manager and Technical Lead for client-specific projects.

About Spatial Dimension
Spatial Dimension is a global leader in providing enterprise-scale land management software to clients in both commercial and government sectors. With a successful track record spanning over 25 years, we specialize in land and mineral rights management systems. Our software, Landfolio, is utilized by numerous government agencies and leading companies in the mining, oil & gas, renewables, and forestry industries worldwide.

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