IT Support Specialist

4 weeks ago

Halton Hills, Ontario, Canada Osnium Software Inc Full time

We are seeking a skilled IT Support Specialist to join our team at Osnium Software Inc. As a key member of our technical support team, you will be responsible for resolving end-user issues, providing one-on-one support, and managing internal server infrastructure.

Responsibilities:

  • Resolve end-user Osnium product issues, such as password reset, software questions, configurations, and so on.
  • Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
  • Software installations and managing upgrades
  • Setting up and maintaining internal server infrastructure, phone systems, etc.
  • Performing data conversions and report development
  • Recognize and escalate deeper and more complex issues to other departments.
  • Prioritize help desk tickets according to severity.
  • Monitor and assist in keeping internal software working.
  • Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
  • Compile, maintain, and file all repair records, reports, and other documents as required.
  • Always maintain a high degree of professionalism, courteousness, and friendliness.
  • Project Management
  • Other duties as assigned.

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.
  • The chosen candidate must 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 – When applying for this job, add \"Life is too short to be boring\" to the subject line of your application email
  • Able to communicate in user-friendly language.
  • Exceptional multi-tasking abilities and prioritization skills.
  • Strong customer service mindset.
  • 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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