Technical Support Centre Analyst

4 days ago

Calgary, Canada AMTRA Solutions Full time

The Support Centre System Administrator (SA) is a dedicated individual who is focused on providing exceptional customer service for internal and external clients. Your role involves providing essential support to end users of a company's products or services.

The first and primary responsibility is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of a SA and what all other responsibilities are centered around.

Customers engage with the Support Centre with certain expectations for how their inquiries will be handled. As a baseline, they expect that:

  • Support Centre personnel are ready, willing and able to handle inquiries within AMTRA’s hours of service operation.
  • Customer inquiries are answered and resolved in a reasonable and agreed-upon timeframe.
  • Support Centre personnel will strive to fulfill/resolve inquiries upon first contact or escalate quickly when appropriate.
  • Customers will receive customer-friendly, empathetic, courteous and consistent service.
  • Customers will be informed in a language that is understandable and clear about how their issue will be resolved.
  • Members of the Support Centre team will take ownership of their issue to resolution.
  • This position will involve contributing to Incident/Problem management to ensure these client expectations are met in line with contracted scope.

This role is crucial in ensuring smooth IT operations and excellent user experiences

The role of AMTRA’s SA is both customer-facing as well as internally facing. This role will work closely with the Support Centre Manager and in line with the practices processes.

The SA is also responsible for supporting the AMTRA Support Centre practice as a “Best in Class” operation that will continuously improve to support organizational growth.ACCOUNTABILITIES

  • Spend 90% of their time contributing directly to billable utilization through directly responding to tickets, supporting the delivery of a client’s portfolio and assisting in ticket management escalation
  • Be available on an afterhours Service Desk support roster
  • Support the Support Centre Manager in the managed service practice with reporting, status and technical updates

AREA OF RESPONSIBILITY

Advanced Support and Escalation Management:

  • Handle incoming queries and complex technical issues from end users via email, phone, or portal.
  • Extensive knowledge and experience working with Microsoft admin portals, including Azure, M365 Admin Center, SharePoint, Compliance portal, Defender portal, Teams portal, and others.
  • Utilize advanced request fulfillment and incident management processes to resolve user issues, documenting all engagements with detailed notes.
  • Troubleshoot and resolve issues related to Windows desktop OS, proprietary software, virtual desktops, mobile OS, and other IT systems or hardware (Tier 2 and Tier 3 support).
  • Isolate and resolve hardware and software problems involving applications, operating systems, and communications infrastructure.
  • Manage escalations, ensuring timely resolution and minimal impact on client operations.

Security and Access Management:

  • Oversee security privileges for users, ensuring compliance with identity and access management best practices.
  • Manage and reset end-user passwords for various applications and systems, handling more complex scenarios.

Leadership and Collaboration:

  • Collaborate with Practices to provide necessary Tier 2/3 support and lead projects or initiatives as needed.
  • Mentor and provide guidance to less experienced analysts, fostering a culture of continuous improvement.
  • Take ownership of reported incidents, facilitating their resolution, and advising on best practices for future prevention.
  • Remotely access users' systems to make advanced system and settings changes.

COMPETENCIES

  • Deep Expertise: Strong understanding of Microsoft’s Modern Workplace and Cloud portfolios, with an ability to leverage them for customer success
  • Time Management and Prioritization: Superior time management, organizational, and prioritization skills, with the ability to balance multiple high-priority tasks effectively.

MINIMUM POSITION QUALIFICATIONS

  • 3+ years of IT experience: Proven experience in IT, troubleshooting, or system maintenance, with a focus on client-facing roles.
  • 3+ years in an IT Support or System Administrator or Service Desk Analyst role: Experience working in an IT Support or Service Desk position, ideally within a Managed Services Provider environment (supporting multiple external clients – Not Required).
  • Advanced Identity & Access Management: Strong principles and working knowledge of Active Directory Services and other security frameworks.
  • Extensive Technical Knowledge: Extensive knowledge and experience working with Microsoft admin portals, including Azure, M365 Admin Center, SharePoint, Compliance portal, Defender portal, Teams portal, and others.
  • Advanced Technical Certification: Preferred certifications include CompTIA A+, CompTIA Security+, Network+, ITIL v3 or higher, Microsoft 365 Fundamentals, and Microsoft Azure Fundamentals.
  • An associate’s degree in a relevant field such as computer science, information technology, or a related discipline preferred
  • Any of CompTIA A+, CompTIA Security+, Network+ or post-secondary technical diploma or degree preferred
  • ITIL v3 or higher preferred
  • Microsoft 365 Fundamentals Certification nice to have
  • Microsoft Azure Fundamentals nice to have

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