Lead Technical Support Specialist, Qualico

**Title**:Lead Technical Support Specialist

**Location**:Edmonton Regional Office, 3203 93rd Street NW

**About Us**

Qualico is a fully integrated real estate development company with offices in Winnipeg, Calgary, Edmonton, Vancouver, Regina, Saskatoon, Austin and Dallas-Fort Worth, Texas.

Since its inception in 1951, the company’s activities span the entire real estate spectrum and include residential land acquisition and development, single-family and multi-family home divisions, commercial and industrial development, property management, concrete ready mix, building supply and manufacturing divisions. To learn more, click here.

At Qualico, our people make the difference. We offer an exciting place to build your career with competitive compensation and benefit packages, company matching RRSP/DPSP program, employee home purchase program and retail discounts.

**Job Overview**

Reporting to the Technical Support Manager, as the **Lead Technical Support Specialist **you are responsible for managing a small regional team of Technical Support Specialists, in providing a responsive and innovative IT service that meets the business needs and enhances the end-user experience. You troubleshoot, support, research, design, install, maintain, and implement IT projects as directed by the Technical Support Manager.

Your day-to-day responsibilities will include:

- Providing solutions for internal customer base, bringing forward key variables that need to be taken into consideration and providing recommendations.
- Attending regular manager meetings to report on identified concerns/issues relating to IT user experience and technology.
- Leading and supervising regional Technical Support Specialists including mentoring, training, target setting, and assessing daily performance of the team.
- Leading IT projects as directed by the Technical Support Manager.
- Providing onsite hardware and software support for remote offices.
- Contributing to technology planning through ongoing research to address regional issues.
- Processing and recording support tickets; monitoring, controlling, and supporting service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Managing conflicts or emergencies decisively and effectively so that there is a mínimal cost to the organization and mínimal disruption to individuals and operations concerned.
- Being an ambassador for IT, working with business units to provide effective communication on IT matters and building relationships with other teams to ensure effective dialogue between departments.
- Organized; you effectively manage your time while balancing multiple priorities.
- A strong communicator; you clearly express your thoughts in conversation and in written communication.
- An active listener; you seek to understand and listen to others in a non-judgmental way.
- Detailed oriented; you focus on detailed accuracy when dealing with a high volume of work.
- A team player; you contribute as a team member and share equally in the exchange of ideas, concepts and process outcomes.

**Essential Requirements**
- Degree, diploma or certificate in IT.
- Minimum 5 years of progressive experience.
- Valid driver’s licence and access to a reliable vehicle.
- Proof of COVID-19 vaccination.
- Satisfactory verification of criminal record check.
- Proficient in Microsoft Office programs (Outlook, Word, Excel, Teams, SharePoint and PowerPoint).
- Strong knowledge and understanding of Microsoft Windows 10, Active Directory, mobile device management, Citrix, and Cisco phone systems.

**Preferred Qualifications**
- Industry certifications related to role, including A+, N+ and/or MCTS/MCITP are considered an asset.
- Microsoft Endpoint Configuration Manager experience is an asset.
- Previous supervisory customer service and mentoring experience is preferred.

**What We Value**
- Creating trusting and successful working relationships.
- Setting clear, measurable and achievable goals.
- Cooperating with team members in an open, positive and respectful manner.
- Taking responsibility for the outcomes of decisions and actions.
- Consistently meeting customer expectations.
- Staying current with technical job skills.

**Working Conditions**

You primarily work in an office setting during regular business hours, with frequent travel to sites required. Overtime and/or work outside of normal hours is occasionally required.

Qualico is committed to the health, safety and wellness of its employees and the community. By continuing our commitment to maintaining a safe and healthy workplace, Qualico has implemented a COVID-19 Vaccination Policy that requires all employees in Canada to be fully vaccinated. Proof of vaccination, in the form of a provincially recognized document, must be submitted as a condition of employment. Our policy allows for accommodation in cases of valid medical or religious exemptions. Information related to proof of vaccination or exemption will be k