Technical Support Analyst I

3 weeks ago

Edmonton, Alberta, Canada Nirix Inc. Full time
About the Role

We are seeking a highly skilled and customer-focused Technical Support Analyst I to join our NIRIX Inc. team. As a key member of our Technical Support and Field Service Team, you will be responsible for providing front-line technical support for our digital workspace platform, oneWorkspace 365.

Key Responsibilities
  • Be the primary technical resource for our Onboarding team, ensuring seamless integration of new customers into our platform.
  • Work collaboratively with the CustomerCare technical support team to deliver exceptional customer support and resolve technical issues promptly.
  • Proactively monitor and analyze logs and alerts generated from our monitoring systems to identify potential issues before they impact customers.
  • Support customers with day-to-day oneWorkspace 365 user access, troubleshooting remote printing and on-premise printing issues, and analyzing mail flow and delivery issues.
  • Perform level 1 data restoration and recovery as required, and assist with onsite deployment and configuration of network equipment, desktops, servers, and other devices.
  • Collect technical information at the customer site as required by our Technical Support and Onboarding team, and provide customer training as needed.
  • Be part of NIRIX's 24x7x365 technical support team, following standard support and escalation procedures, and manage requests and incidents in a timely and consistent manner.
  • Ensure all support-related, security, and information disclosure policies and procedures are followed and enforced, and inform the appropriate contact within NIRIX on any potential security breaches or customer complaints.
  • Monitor system and service-related events and inform the appropriate internal contact, and follow established standard operating procedures for technical support, escalation, and customer complaints.
  • Participate in weekly CustomerCare support team meetings, and suggest improvements and make recommendations to existing processes and services.
Requirements
  • 1-2 years of providing hands-on technical support with a focus on cloud and/or hosting services.
  • Experience with remote access technologies, virtualization technologies, Windows Server, Microsoft Teams, Microsoft 365, Active Directory, Microsoft Azure, VSS, DNS, DHCP, TCP/IP, VPN, FTP, basic shell commands, Windows Deployment Services, Patch Management Systems, Confluence, BMS, EDI, QuickBooks, Sage 50, Xactimate, Polycom IP Phone, and Goto by LogMeIn.
  • Excellent written and verbal communication skills, with the ability to effectively communicate issues, ideas, proposals, and solutions.
  • Ability to work in a team environment with diverse specialization, and excellent organization skills with detail and accuracy.
  • Ability to multi-task and manage multiple assigned tasks, and understand and deliver high-quality customer service.
  • Natural negotiation and dispute resolution talent, and ability to handle difficult customers and challenging environments.
  • Ability to quickly identify key issues and establish common grounds, and attention to details with the ability to understand and see the big picture.
  • A valid Alberta driver's license is mandatory.
What We Offer
  • Paid vacation and personal wellness days.
  • Flexible work arrangement and lots of onsite parking.
  • Discount on all major computer equipment and company events.
  • Paid time off, extended health care, and health spending account.
  • Discounted underground parking.

NIRIX Inc. believes in and is committed to employment equality. We highly encourage all qualified candidates to apply.

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