Job Description

You will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA with your excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations. The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with specific projects. Responsibilities \xc2\xb7 Act as first line of contact for our clients via all communication channels. \xc2\xb7 Ensure all calls are logged and detailed in Incident Management ticketing system. \xc2\xb7 Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA. \xc2\xb7 Ensure tickets contain clear and concise details of issues \xc2\xb7 Undertake first line diagnostics at first contact to determine and resolve general issues. \xc2\xb7 Provide excellent customer service to callers by answering phones and greeting customers according to training, policies & expectations of Optek. \xc2\xb7 Applies exceptional teamwork practices at all times. \xc2\xb7 Strong interpersonal skills in order to work with all client skill levels \xc2\xb7 Provide support and train staff on new software and procedures \xc2\xb7 Assist in all aspects of support where deemed necessary. \xc2\xb7 Understand and comply with security and support policies and procedures. \xc2\xb7 Create Knowledge Base Articles \xc2\xb7 Manage all types of devices in a business environment \xc2\xb7 Perform or assist in user online support and end user group support. After Hours Support Provide after hours, on-call support for all clients when scheduled. On-call expectations for all Support personnel are as follows: \xc2\xb7 On-call per published schedule (typically 4 to 5 weeks per year) \xc2\xb7 On-call coverage is from 5:00 pm Thursday to 5:00 pm the following Thursday \xc2\xb7 Phone must be within reach 24x7 during the on-call period \xc2\xb7 Must maintain accessibility to cellular network \xc2\xb7 Must respond to a notification within 15 minutes of receipt \xc2\xb7 Must be within 30 minutes of access to an internet enabled computer to research, locate, and correct the issue \xc2\xb7 Responsible for seeing the call through to resolution. Escalate call as necessary. \xc2\xb7 Responsible for documenting the received notification within Service Center \xc2\xb7 Responsible for communicating the status, progress, and resolution of the issue to the caller and management Requirements To perform this job successfully, an individual must be able to perform each essential duty properly. The requirements listed below are representative of the knowledge, skill, and/or ability required but only outline a base skillset. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. \xc2\xb7 Self-Motivated \xc2\xb7 Detail Oriented \xc2\xb7 Project Oriented \xc2\xb7 High level working knowledge of Windows OS \xc2\xb7 The ability to support Mac OS \xc2\xb7 Microsoft Office Suite proficiency \xc2\xb7 Strong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a desktop PC comfortably \xc2\xb7 A working knowledge of Directory administration \xc2\xb7 Familiarity with network equipment such as firewalls, switches, and cabling \xc2\xb7 A working knowledge of network routing, DNS, DHCP, VLAN \xc2\xb7 Familiarity with of WLAN, access points & guest networks \xc2\xb7 Familiarity with disk imaging & replication \xc2\xb7 Familiarity with patch & change management \xc2\xb7 Knowledge of VMWare is considered an asset \xc2\xb7 Knowledge of Veeam is considered an asset \xc2\xb7 Knowledge of PowerShell is considered an asset \xc2\xb7 Knowledge of Microsoft 365 is considered an asset \xc2\xb7 Knowledge of Azure Administration is considered an asset Education and/or Experience Two years related experience and/or training; or equivalent combination of education and experience. Language Skills Ability to learn, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to compose reports, business correspondence, and online communications. Ability to effectively present information and respond to questions from groups of managers, clients, and customers. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra. Understanding of statistical concepts and the application in data analysis. Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions. Able to analyze complex data sets to gain insight from them, then present findings effectively in graphical form to allow ease of understanding. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to operate, use or place objects, tools, or controls and effectively communicate. The employee frequently is required to remain stationary for periods of time. The employee may occasionally be required to move or reach to high or low spaces. The employee must occasionally lift and/or move up to 30 pounds. May be required to detect, recognize and observe objects near and at a distance, as well as perceive color and estimate depth. About Us Optek Solutions is a majority Indigenous owned company. We are committed to promoting diversity and inclusion, and we are always looking for team members who can bring new strengths and perspectives. We encourage applications from applicants of all backgrounds and identities to apply. An equitable and accessible recruitment process is a key part of our approach. Please let us know if we can offer accommodations for you in the recruitment process or if you have feedback on how to make our recruiting more accessible. Who we are Optek Solutions is your friendly Information Technology (IT) department. Our mission is to provide proactive, knowledgeable, and simple IT support and services to organizations of all sizes. Job Type: Full-time Salary: $55,000.00-$75,000.00 per year Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Prince Albert, SK: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you currently a resident of Alberta, Saskatchewan or Manitoba?

Work Location: Hybrid remote in Prince Albert, SK