IT Support Specialist

Summary

Join our team as an IT Support Specialist in a hybrid role based in Abbotsford, Canada! You will be the primary point of contact for end-user support, handling hardware and software issues across various devices. Your responsibilities include incident management, ensuring timely responses to meet SLAs, and utilizing a ticketing system to resolve complex requests. You will provide global support, maintain knowledge management resources, and collaborate to enhance productivity through company technologies. Success in this role requires experience in Tier 2 technical support, strong technical understanding, problem-solving skills, and excellent communication. This is a #LI-Remote opportunity.

Requirements

• Experience working in a Tier 2 Technical Support role
• Strong understanding of IT systems and technologies
• Ability to analyze and recommend solutions
• Excellent communication skills to interact with users and stakeholders
• Familiarity with ITIL-based service support processes

Responsibilities

• Handle and resolve user issues promptly
• Ensure timely responses and meet service level agreements (SLAs)
• Resolve complex support requests using a ticketing system
• Deliver friendly, knowledgeable, and reliable user assistance
• Provide support to staff worldwide, addressing hardware and system-related issues
• Ensuring all user guides, frequently asked questions and process documents are of a high standard and provide quality information to our users and team members
• Ensuring all employees can use company issued collaboration technologies and proposing new and innovative ways to enhance productivity through collaboration
• Asset logging and update quality
• Collaboration support for all employees ensuring the best possible productivity and collaboration with the supported technologies
• Staying informed with current and upcoming technologies
• Knowledge Management providing quality guides, documentation and process guidelines

Benefits

• Hybrid role
• #LI-Remote opportunity