Support Analyst I

Location: Winnipeg, MB, In-Person

We're looking for a Support Analyst I* in Winnipeg* to join our team.

Clear Concepts, a Convergence Networks company, is an IT award-winning company based in Winnipeg. We have been in business for over 20 years, assessing, deploying, and maintaining technology for business and non-profit organizations in Healthcare, Education, Transportation, etc. not only in Winnipeg but throughout Western Canada.

Our diverse team consists of people who thrive on the excitement of collaboration and the discovery of new opportunities.

We are looking for an adaptable, self-motivated, and passionate Support Analyst I. This role is very client-focused, requiring excellent communication skills, strong attention to detail and a professional image, as you will play a key role in supporting our high-profile clients.

What you will do:

· Communicate using phone, email, live-chat, and in-person with clients, providing technical support for our clients either remotely or in-person

· Consult user guides, technical manuals and other documents to research and implement solutions

· Reproduce, diagnose, and resolve technical problems encountered by clients, where required, providing advice and training to clients

· Work to resolve client’s technical issues within the SLA provided

· Accurately log the support provided and time taken in the helpdesk software

· Pick up tickets from the appropriate ticket queue

· Document solutions to the technical problems experienced in our internal knowledgebase

· Work with the team to maintain our client’s documentation

· Work on recurring support tasks

· Assisting with the smooth operation of all aspects of the Managed Services team

· Work as part of a shift rotation to provide support for all our clients

The ideal candidate will possess the following:

Education and Work Experience:

- Degree or diploma in a computer-related program at an accredited technical college Or equivalent certifications
- Previous experience in a customer services role is considered an asset
- Previous work for a Managed Service Provider is considered an asset
- Ticket tracking application experience is considered an asset

Qualifications and Skills:

- An up-to-date IT qualification (Microsoft, Cisco, CompTIA etc.)
- Excellent verbal and written communication skills in English
- Excellent customer services and interpersonal skills
- Attention to detail

Knowledge:

- Software & Hardware troubleshooting
- MS Office
- Any server or networking knowledge is considered an asset

Abilities:

- Ability to learn quickly and retain new information
- Ability to follow instructions, both written and verbal
- Ability to creatively problem solve
- Ability to work under pressure in a time-sensitive environment
- Ability to work independently and seek out assistance as required

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Experience:

• IT support: 1 year (preferred)