IT Junior Support & Application Specialist
You will lead the daily user support activities, playing a vital role in ensuring the optimal performance of our critical applications.
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Position Details
The VALUE this role brings to the team:
As the IT Junior Support & Application Specialist, you will lead the day-to-day user support activities, playing a vital role in ensuring the reliable and optimal performance of our critical applications. You'll offer expert and collaborative insights to the IT Team, essential for diagnosing and resolving intricate issues. Your involvement in continuous improvement, cybersecurity initiatives, and dedication to ensuring customer satisfaction through prompt and effective issue resolution will be crucial.
Compensation: depending on experience, this role’s salary is between $55,000-62,000 annually
Incentives
Why does our team LOVE working for us?
· Job stability! Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future!
· Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus
· Charitable donation matching
· Bonus Stat Holiday – Boxing Day
· Learning and development opportunities to grow within the business (including paid training both internal and external)
· Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
· Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition
· You have a voice. We empower our people to bring forward suggestions to improves processes.
· Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes-drive away from Queensborough shopping center
· We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities
Job Description
Core Tasks:
· Deliver expert technical support to team members, resolving intricate issues spanning hardware, software, and network infrastructure.
· Investigate and troubleshoot technical problems, pinpointing root causes and swiftly implementing solutions.
· Act as a point of escalation for unresolved support matters, collaborating with departments as needed to ensure prompt issue resolution and customer satisfaction.
· Oversee the onboarding and offboarding processes, with a focus on cybersecurity protocols and practices.
· Engage with customers via phone, email, or chat to gather insights, address inquiries, and offer personalized support and guidance.
· Maintain comprehensive records of support interactions, detailing reported issues, troubleshooting steps, and resolutions achieved to facilitate knowledge sharing and future reference.
· Identify opportunities for process optimization within the support function, actively contributing to the refinement of best practices and standard operating procedures.
· Conduct quality assurance checks on support interactions to ensure high service quality and customer satisfaction.
· Interface with software vendors and third-party service providers to escalate and resolve product-related issues effectively.
· Participate in after-hours support rotation is required.
· Other duties as assigned.
Requirements
· 3+ years of experience in Technical Support or a similar role, with progressively increasing responsibilities.
· Possess extensive experience in technical support roles, demonstrating a profound understanding of IT Infrastructure, Hardware, Cybersecurity Principals, and Software Systems.
· Exhibit proficiency in troubleshooting and resolving intricate technical issues, with a proven track record of diagnosing system problems and implementing effective solutions.
· Strong Analytical and Critical Thinking
· Showcase excellent communication and interpersonal skills, enabling effective interaction with internal team members across all organizational levels.
· Demonstrate strong analytical and problem-solving capabilities, proactively identifying and addressing Root Causes of issues.
· Ability to work autonomously and collaboratively in a dynamic environment, adeptly managing multiple priorities and deadlines.
· Intermediate proficiency in Microsoft 365, Microsoft Entra ID, SharePoint (Administration, Site Design, Training).
· Possess valid and current certifications such as CompTIA A+, Network+, Security+, Prosci, Lean Agile Training, or Microsoft Certifications, which are considered advantageous.
· Familiarity with the ITIL Framework, Incident, Problem management processes
WE WANT TO HEAR FROM YOU
You will lead the daily user support activities, playing a vital role in ensuring the optimal performance of our critical applications.
Our T&D Manager will play a key role in identifying training needs, designing curriculum, and overseeing impactful learning initiatives.
If you are looking for a leadership opportunity and are passionate about quality fire standards, this could be your dream roll.
The right candidate for this position wants more than just a job; you want a career and a company you can grow with.
Your mission if you choose to accept is to help be responsible for saving lives by ensuring the optimal operation of sprinkler systems.
Our fun-loving culture is central to our success.
At Radius, our people and culture are what drive our extraordinary success. We always give to the community and keep things fun.
Our clients tell us we're "Fire"
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