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Technical Support Analyst for oneWorkspace 365
3 months ago
Are you passionate about delivering exceptional customer service and eager to work with cutting-edge technology? This is your chance to join the NIRIX Technical Support and Field Service Team.
As a vital member of our support team, you will be responsible for providing level II technical assistance for our digital workspace solutions. Bring your enthusiasm, work diligently, and progress through a well-defined career path with significant growth opportunities.
About NIRIXWe provide a technology platform that empowers businesses to transition their digital workspace into the modern age. For over a decade, organizations have trusted NIRIX's digital workspace platform to enhance their workforce capabilities, enabling work to be performed from any location, at any time, on any device, and over any connection. Our commitment to excellence has resulted in outstanding uptime. We take pride in developing solutions that support and safeguard Canadian businesses. With our shift to oneWorkspace 365, we are seeking motivated professionals to take on the role of Support Analyst II.
Your Responsibilities...- Deliver professional and timely technical support for NIRIX oneWorkspace 365 clients.
- Collaborate with various departments to ensure excellent and prompt customer service.
- Proactively monitor and assess logs and alerts from our monitoring systems.
- Conduct advanced troubleshooting of mail flow and delivery challenges.
- Optimize and troubleshoot customer public DNS records related to oneWorkspace 365.
- Diagnose network-related issues impacting oneWorkspace 365 user experience using tools such as psping, tracert, nslookup, and other advanced network monitoring applications.
- Facilitate data restoration and recovery as necessary.
- Maintain, develop, and enhance existing PowerShell and Windows scripts for system automation and reporting.
- Collaborate with third-party vendors to resolve system issues, optimize performance, and conduct maintenance.
- Assist the Technology Operations Team in deploying approved applications to oneWorkspace 365 servers.
- Engage in onsite deployment, troubleshooting, and configuration of network equipment, desktops, servers (both physical and virtual), wireless access points, and other devices as needed.
- Gather technical information at customer sites as required by our Technical Support and Onboarding team.
- Provide customer training as needed.
- Be part of NIRIX's 24x7x365 technical support team and adhere to standard support and escalation protocols.
- Ensure compliance with all support-related, security, and information disclosure policies and procedures.
- Notify the appropriate NIRIX contact regarding any potential security breaches or customer concerns.
- Follow established standard operating procedures for technical support, escalation, and customer inquiries.
- Participate in weekly CustomerCare support team meetings.
- Assist in analyzing existing helpdesk processes and oneWorkspace 365 services, recommending enhancements.
- Contribute to the technical library by creating technical documents and guides.
- Engage in additional duties and projects as required.
- A strong commitment to customer service excellence.
- A genuine enjoyment of working with clients.
- 3-4 years of hands-on technical support experience, particularly in cloud and/or hosting services.
- Experience with the following is advantageous: Remote Access Technologies, Virtualization Technologies (Hyper-V, VMware), Windows Server, Linux, Active Directory, LDAP, Microsoft Azure, Amazon AWS, Microsoft IIS, Apache, Cisco Meraki, Ubiquiti, SonicWALL, Portecle, Open SSL, Lets Encrypt, SSL, TLS, VLAN, VPN, SSH, FTP, Firewall, Microsoft Teams, Microsoft 365, Microsoft SharePoint, SQL Server, MySQL, Bash, Windows Scripting Host, Windows PowerShell, Windows Deployment Services, Patch Management Systems, Remote Monitoring Tools, Confluence, BMS (Broker Management System), EDI, QuickBooks, Sage 50, Xactimate, Polycom IP Phone, Goto by LogMeIn.
- A current Microsoft certification is preferred.
- Excellent written and verbal communication skills; fluency in English is required.
- Ability to effectively convey issues, ideas, proposals, and solutions.
- Capacity to work in a diverse team environment with varying specializations.
- Strong organizational skills with attention to detail and accuracy.
- Proficient documentation skills with a focus on detail and accuracy.
- Aptitude for multitasking and managing multiple assignments.
- Ability to understand and deliver high-quality customer service.
- Natural talent for negotiation and conflict resolution.
- Capability to handle challenging customers and situations.
- Skill in quickly identifying key issues and establishing common ground.
- Attention to detail while maintaining a broader perspective.
- A valid driver's license is mandatory.
- Ability to sit for extended periods, as well as walk, stand, and climb.
- Occasional lifting or carrying of standard desktops, notebooks, servers, and other equipment.
- Standard office setting with options for remote work (temporary due to circumstances).
- An environment with fluctuating temperatures and potential noise (e.g., Data Center Server rooms).
- Paid vacation.
- Personal wellness days.
- Flexible work arrangements.
- Ample onsite parking.
- Discounts on major computer equipment.
- Company events.
- Paid time off.
- Extended health care benefits.
- Health spending account.
- Discounted underground parking.
NIRIX is committed to employment equality and encourages all qualified candidates to apply.
If you believe this role aligns with your career aspirations, we would be eager to hear from you.
