IT Support Specialist
2 days ago
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.
- 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.
- Experience with DevExpress.
- Programming Experience (C#).
- Knowledge of ticket management software tools.
- 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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