IT / Technical Support

Osnium Software Inc; Georgetown; Remote; CAD 45,000 - 65,000; Full time

Job summary

A small software company is seeking an energetic IT / Technical Support professional to resolve user issues and provide support. You will work with SQL databases and manage technical installations while maintaining a positive customer service approach. Ideal candidates have excellent communication skills and a background in technical support. The position offers temporary remote work due to COVID-19.

Qualifications

• 1-3 years of direct work experience in a technical support capacity.
• Ability to quickly analyze issues and determine the best course of action.
• Strong judgment for escalating issues to senior members.

Responsibilities

• Resolve end-user product issues, such as password reset and software questions.
• Provide one-on-one end-user support via telephone and e-mail.
• Monitor and assist in keeping internal software working.

Skills

Technical support experience

Excellent communication skills

SQL Server experience

Customer service mindset

Problem analysis

Multi-tasking abilities

Education

College or university degree

Tools

SQL databases

Windows Server

Active Directory

Job description

Overview

We are looking for an energetic, bright, and technically savvy person to join our team as a IT / Technical Support. You will be surrounded by like-minded people that love technology and have expertise in different aspects of the computing industry such as network infrastructure, client support management, report development, and data conversions.

We are a small software company looking for team players that want to grow with us and be part of our team. When we aren’t busy trying to solve complex problems you will find us discussing video games, movies and playing foosball. We strongly believe in a life / work balance and getting the best out of the workday.

This would be a great opportunity for the right candidate to be exposed to a new career in the Information Technology field.

Our office is dog-friendly, and as such has shedding dogs of various sizes in the office most of the time.

Responsibilities

• Resolve end-user Osnium product issues, such as password reset, software questions, configurations, and so on.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• Software installations and managing upgrades
• Setting up and maintaining internal server infrastructure, phone systems, etc.
• Performing data conversions and report development
• Recognize and escalate deeper and more complex issues to other departments.
• Prioritize help desk tickets according to severity.
• Monitor and assist in keeping internal software working.
• Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
• Compile, maintain, and file all repair records, reports, and other documents as required.
• Always maintain a high degree of professionalism, courteousness, and friendliness.
• Project Management
• Other duties as assigned.

Must Haves

• A college or university degree, or an acceptable combination of education and relevant experience.
• 1-3 years of direct work experience in a technical support capacity.
• SQL Server, Windows Server, and Active Directory experience.
• Experience with SQL databases and script development.
• Understanding of Firewalls / Routers.
• The chosen candidate must provide a clear vulnerable sector background check.
• Ability to quickly analyze issues and determine the best course of action using available resources.
• Sound judgment to escalate issues to senior members within the organization.
• Excellent written, oral, and telephone communication skills.
• Detail-oriented – When applying for this job, add “Life is too short to be boring” to the subject line of your application email
• Able to communicate in user-friendly language.
• Exceptional multi-tasking abilities and prioritization skills.
• Strong customer service mindset.
• Team player able to work under pressure.

Nice to have

• Experience with DevExpress.
• Programming Experience (C#)
• Knowledge of ticket management software tools.

Working Conditions

• Work remotely – temporarily due to COVID-19
• Some travel may be required.
• Manual dexterity required to use desktop computer and peripherals.
• Overtime as required.