IT - Support Specialist

**Who are we?**:
Founded just outside of Vancouver, Canada in 1979, Regency Fireplace Products has grown to be a world leader in the design, manufacture, marketing and sales of hearth products. From an entrepreneurial start-up business, we’ve grown into a sophisticated organization of more than 400 employees across Canada, the United States and Australia; supplying over 2000 retailers around the world. In 2016, we became a member of the NIBE Group, a global company that develops and manufactures intelligent, energy-efficient indoor comfort solutions for all types of properties. We create amazing fireplace products focusing on our Brand Promise: Service | Reliability | Quality | Innovation. Simply put, our vision is:
To provide sustainable comfort and ambience that enriches everyday lives

**Who works here?**:
At Regency, our vision has always been creating the finest of fireplace products With an ever-growing demand for our products, our ISO-9001:2015 certified head office campus includes a 240,000 square feet manufacturing facility with state-of-the-art robotic technologies and our own R&D Innovation Center, right next door. We operate with a flat organizational structure which allows our employees to contribute to strategic initiatives. We’re a diverse group of forward thinkers. We’re passionate and we care about the environment and sustainability. We’re on a mission to continue to create highly efficient and stunningly beautiful fireplaces.

**Job Summary**:
**Location**: Delta, BC
- In this dynamic, fast-paced environment, the **IT Support Specialist** is responsible for providing front-line technical support to FPI employees across all locations in Canada, USA, and Australia. This position plays a key role in ensuring that high levels of customer support are provided by engaging in a thorough troubleshooting, diagnosis, and resolution process for all hardware and software issues. The IT Support Specialist relies on keen communication skills to articulate complex and/or technical matters in a way that is understood by our diverse employee group with varying degrees of technical knowledge. This position requires a start time of 6:30 AM from Monday - Friday, to ensure IT support is available for all our branch locations, manufacturing facility and nearby warehouses.

**Duties and Responsibilities**:

- Performing root cause analysis on hardware and software issues
- Accurately record details of support requests and communication with customers
- Provide technical expertise related to Microsoft technologies and business-specific programs
- Provide technical support for mobile devices including Apple and Android phones and tablets
- Track and route problems and requests and document resolutions
- Assist in maintaining internal Service Level Agreement (SLA) and Customer Satisfaction performance metrics
- Consult user guides, technical manuals and other documents to research and implement solutions
- Educate users in the use of technical documentation and user manuals
- Maintain an accurate hardware and software asset inventory
- Identify and escalate situations requiring urgent or senior attention
- Configure, deploy, and repair hardware and associated components
- Create documentation and perform system checks regularly and thoroughly
- Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
- Contribute to a positive work environment focusing on Lean and continuous improvement initiatives

**Abilities/Skills/Knowledge**:

- Excellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer Service
- Able to instruct and troubleshoot with customers in remote locations (via telephone and screen sharing software)
- Ability to communicate technical concepts with non-technical customers
- Able to maintain adaptability, while working with structured business processes
- Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
- Strong analytical problem-solving / troubleshooting skills; ability to research and figure things out independently
- Strong troubleshooting skills with Microsoft products, including Windows OS, M365 Productivity Apps, Active Directory and Group Policy.
- Knowledge of corporate networking fundamentals
- Knowledge of various types of IT hardware
- Strong desire to learn
- Team player, dependable and hard working
- Available for On Call after hours support on a scheduled basis

**Education/Training**:

- High School diploma or equivalent required
- CompTIA ITF+ or A+ Certification an asset

**Experience**:

- 1-3 years of experience working in an IT operations capacity preferred

**How To Apply**:
**Why work at Regency?**:

- The salary being offered for this position is **$57,600-$72,000 per year**. We also offer a **competitive compensation package**, including profit sharing, an RRSP matching program, a comprehensive b