We are seeking a Technical Support Analyst to join our team. If you are excited to grow in your career with a Managed IT Service Company, we want to talk to you!

About STEP Innovations Inc.

STEP Innovations Inc. is an IT Company supporting small to medium sized businesses in Calgary, Edmonton and surrounding communities. We are a Managed IT Services company who looks to join forces with businesses to utilize technology to increase business operations and efficiencies. Our Mission statement is all in our name: STEP; Security – ensuring cyber security is part of the initial planning phase of any project. Technology – Utilizing technology to help our partners reduce costs and automate where possible. Ease of use – Providing the technology that fits with our business partners, not the other way around. Information Technology should never be just good enough. Price - We mean it when we say our "partners”. Acting in good faith and clear transparency is our goal with all our partners, greed should never define business relationships.

Job Duties

Reporting to the President of STEP Innovations Inc. this is a technical support position requiring exceptional customer service and a growth mindset. We are seeking a team member who is flexible to evolve with the company as we progress and is willing to use a creative approach to each client.

This role will include but is not limited to:

Ticket system utilization and tracking.

Work remotely supporting end user support tickets including all email and phone calls to the IT Support line with the primary focus on first call resolution.

Client onsite visits for escalations as required.

Provide application and hardware support including working with 3rd party application or hardware vendors.

Automated system alerts from a variety of different client’s infrastructure and actioning these items as required within established SLA’s.

Assigning specific help topics to tickets for accurate reporting and metrics.

Assist in implementation of new systems and projects as the role progresses.

Requirements

Exceptional customer service and professionalism.

Excellent problem-solving skills.

Excellent verbal and written skills.

Ticket system utilization and tracking.

Office 365 admin experience and licensing.

Entry Level Position

Computer Technology Diploma or Certificate.

ITIL / SOX / NIST framework experience and understanding.

Qualifications

Variety of oil and gas specific applications: Accumap / Geoscout / Petra / GeoGraphix.

Financial systems Pandell, SAP B1, QByte.

SQL / Oracle exposure.

Office 365 security best practices, Exchange Online Protection and Defender.

Azure Experience.

Remote Work Requirements:

A reliable computer to work from.

Good / reliable internet connection to support video conferencing and remote desktop support.

Some on-site client visits may be necessary. Up to 75% travel required to client locations (90% within Calgary).

Details:

Anticipated start date: TBD.

Full time, Permanent, Remote (Work from home)

Valid driver’s license, insurance and registration

Salary: $20-$23 per hour depending on qualifications and previous experience.

Job Type: Full-time

Salary: From $20.00 per hour

Additional pay:

Overtime pay

Benefits:

Dental care
Extended health care
Vision care

Flexible language requirement:

French not required

Schedule:

8 hour shift

Ability to commute/relocate:

Calgary, AB: reliably commute or plan to relocate before starting work (preferred)

Education:

Secondary School (required)

Language:

English (required)

Licence/Certification:

Driver's license (required)

Willingness to travel:

50% (required)

STEP Innovations Inc.

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