User Support Technicians

**Job Summary**

Hanatech Inc. is a leading Atlantic Canadian IT solution provider, providing easy-to-use and cost-effective solutions and 24/7 Managed IT Services. We are proud to provide our clients the comfort that comes with our robust, integrated, and secure solutions. As a technology company, we work with a variety of local and national clients. Our performance-based business model has been shaped by mutually beneficial long-term relationships and positions us to work in close partnership with many dynamic and compelling companies and organizations. Our company and network are growing. Our industry is growing. Our opportunities are growing. And our people are growing. We hire people who are excited about learning, the opportunity to make a difference, and desire to be a strong and successful leader. Our most important investments are always our employees.

We currently have opening for **User support technician **for different industries.

**Description**

**Job duties**
- Prepare reports, manuals and other documentation on the status, operation and maintenance of software
- User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
- Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
- Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Act as the routine contact point, receiving and handling requests for support
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
- Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
- Contributes to creation of support documentation
- Walking users through the functions and back-end operations of a software
- Helping the development teams in conceptualizing upgrades or updates based on customer feedback that will improve the user experience
- Monitoring and responding effectively and quickly to requests received via the IT helpdesk and creating training materials with screenshots for customers
- Providing technical support or assistance for incoming issues and concerns related to hardware, software, and systems
- Documenting internal procedures and maintaining daily performance of computer systems
- Working through the process of solving problems with clients and encouraging them to do the same in the future
- Running diagnostics to resolve problems, cleaning up computers and training incoming staff
- Network/PC/Desktop Security element configuration including day-to-day service delivery

**Required Technical Skills and Qualifications**:
Working with technical equipment, instruments, machinery and other systems.
- Consistently Seeking and Learning New Technology
- Experience working with Linux/Unix, Perl, or Shell
- Thorough Understanding of Computer Architecture, Operating Systems, and Data Structures
- Troubleshoot and Debug Issues
- Work Well Independently and Within a Team Setting
- Experience troubleshooting and configuring TCP/IP networks in a Microsoft Windows environment
- Previous experience in an IT/Desktop support environment.
- Wide knowledge and proficiency in PC software like Microsoft WIN 10/11, Microsoft 365, Windows Server, AD
- administration, Virtualization, Cloud (AWS, Azure), Office/Mailer, Switch/Router/IPT, and Firewall products
- Excellent written and verbal communication skill in English
- Minimum 2 years help desk job experience

**Job Types**: Full-time, Permanent

**Salary**: $48,000.00 per year

**Benefits**:

- Extended health care
- On-site parking

Schedule:

- 8 hour shift