Technical Support Analyst

4 days ago

Calgary, Canada Pason Systems Corp Full time

**The Role**:
**The Team**:
The technical solutions team is the first point of contact our customers will call upon when something goes wrong with our products. The team provides technical, software and hardware support in a 24/7 service desk environment by troubleshooting and resolving issues during deployment and ongoing use of Pason's products and services.

**Essential Duties and Responsibilities**:

- Log all issue based interactions with clients and field technicians
- Identify and escalate situations requiring a field technician when necessary
- Troubleshoot and resolve complex software, hardware and technical issues for clients
- Collaborate with development staff to recreate problems in a test environment
- Remote troubleshooting using a variety of different software tools
- Track issues to resolution and update Pason’s Knowledge Base
- Stay current with Pason’s products and software changes and updates
- Set proper priority for issues to ensure timely resolution
- Actively contribute to on-going process improvements
- Available for a 4 day on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and stat holiday shifts
- Individual transportation is required

**Knowledge, Skills and Abilities**:

- Experience providing technical support to remote clients
- Excellent verbal and written communications skills
- Ability to manage multiple concurrent projects/tasks
- Ability to identify, isolate and communicate problems from and to all levels of users
- Dedicated commitment to customer success
- Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
- Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
- Willing to work in a 24 X 7 environment and rotate through day, evening, night and stat holiday shifts.
- Fluent oral and written English communication skills
- Spanish would be an asset

**Hybrid Work Environment**:

- This position allows the opportunity for an employee to work in a hybrid environment. During the day shifts the analysts will work from the office, however there are 2 night shifts that allow for analysts to work from home.

**Pre-employment Conditions**:

- Completion of a satisfactory Criminal Record Check

INDCA

**Experience**: Preferred
- Call Center experience is an asset
- 2 year(s): or more of technical support experience with CentOS, Windows 10, and Cisco networking would be an asset
- Experience with oilfield drilling and terminology would be an asset

**Education**: Required
- Certificate or better in Information Technology or related field
- Diploma or better in Information Technology or related field

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