IT Support Senior Engineer

Octave; Calgary; Hybrid; CAD 60,000 - 85,000; Full time

Job summary

Octave in Calgary seeks an IT Support person to deliver high-quality technical support to internal users. This hybrid position involves managing Canadian end-user hardware and providing assistance to a diverse range of users including sales and development personnel. The ideal candidate will have strong knowledge of Windows and Mac systems and excellent communication skills. Responsibilities include resolving IT issues, managing hardware, and maintaining standards while collaborating with team members to ensure service excellence.

Qualifications

• Intermediate knowledge of Windows and Mac operating systems.
• Excellent verbal and written communication skills for non-technical users.
• Analytical thinking and effective problem-solving capabilities.

Responsibilities

• Provide IT support services for North American internal users.
• Resolve incidents and service requests logged in ServiceNow.
• Manage end-user hardware within Canada.

Skills

Intermediate knowledge of Windows and Mac operating systems

Excellent verbal and written communication skills

Analytical thinking and effective problem-solving capabilities

Familiarity with Microsoft Office 365 suite

Experience with Microsoft cloud services (Entra, Azure, Intune)

Job description

Location

Job Location: Calgary, Canada

Workplace Type: Hybrid

Requisition ID: 2994

Responsibilities

Octave is seeking a personable and customer-focused IT Support person to deliver high-quality technical support to our end users. This role requires a proactive problem-solver with a willingness to learn processes and systems that support a diverse IT environment. The ideal candidate will demonstrate professionalism, technical adaptation, and a commitment to service excellence.

This position revolves around internal user support of a wide range of users including sales, software development, and administrative personnel. Support scope will include intermediate IT issues from end users in the North America region with escalations to specialist teams as needed. The full lifecycle management of all Canadian end-user hardware, from procurement to deployment to inventory tracking and shipping, will be an integral function. Beyond training and collaboration, the candidate must be comfortable independently managing their projects, workflows, and daily tasks.

• Provide IT support services for North American internal users, both onsite and via remote access tools.
• Provide timely resolution to incidents and service requests logged in the ServiceNow IT Ticketing System.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication with the end user.
• Manage, configure, and ship end-user hardware within Canada.
• Adhere to standards set forth in company documentation and at the guidance of full-time team members or supervisor.
• Work at least two full workdays per week in office. (Northern Calgary)
• Possible but infrequent visits to local datacenter for basic tasks.

Education and Qualifications

• Intermediate knowledge of Windows and Mac operating systems, Active Directory, common office applications, and networking fundamentals are preferred.
• Excellent verbal and written communication skills, with the ability to patiently explain technical concepts to non-technical users.
• Analytical thinking and effective problem-solving capabilities.
• Familiarity with Microsoft office 365 suite and common end user applications.
• Experience with Microsoft cloud services (Entra, Azure, Intune) preferred.

Equal Employment Opportunity

Everyone is welcome. At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. We embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.