Technical Support Analyst

Surrey, BC

Technical Support Analyst

This position requires a self-motivated individual to support end users, IT infrastructure and services. It is the “face of IT” within the organization and needs to convey an attitude of caring and competence in all interactions. They are committed to delivering value to the company by providing assistance relating to the use of tools including hardware, software, printing, hardware/software installation, e-mail, operating systems, network issues, web support, telecom, mobile device, and general technical troubleshooting.

The Technical Support Analyst will be part of the North American support group under the supervision of the IT Technical Support Manager and will report to the Information System Manager.

This position works out of the Home Office in Surrey, BC.

Duties and Responsibilities

Essential functions include but are not limited to:

• End-user support and involvement in SOPREMA Group brands (SOPREMA, RESISTO, Chem Link, DERBIGUM…etc.)
• Ticketing system requests
• Active Directory user accounts.
• Hardware/software procurement, licensing, and deployment
• Mobile device management
• Training / procedure generation and implementation
• VOIP phone systems
• Local A/V support
• Network infrastructure services (data/fax/voice, etc.) for all sites.
• Other related tasks as designated by manager or supervisor.
• Must be able to travel throughout Canada and U.S.A

Decision Making and Problem Solving

• Respond to level 1 and 2 support tickets and other requests in a prompt, friendly and customer service-oriented manner.
• Prioritization of ticket and project workloads
• Ability to troubleshoot, diagnose and resolve technical support issues, communicate status, and follow up through to completion.
• Ability to think and respond quickly and adjust schedules and operating plans in response to unplanned event.
• Ability to seek and incorporate input from others to develop solutions.
• Procurements made in line with IT budgets and strategy of the organization.
• Develop and maintain business relationships with vendors.
• Allocate specific work activities to contractors or subcontractors.
• Analyze processes and procedures for continuous improvement.
• Manage individual projects as assigned including planning, timelines, status updates, and completion of objectives.

Minimum Qualifications: Experience

• Degree or diploma in computer science or equivalent.
• 2+ years’ experience in Information Technology Support.
• Deep understanding of MS Windows OS installs, support and troubleshooting.
• Strong Knowledge of MS O365 and LAN/WAN Networking.
• Excellent interpersonal skills as well as written and verbal communication skills.

Working Conditions and/or physical demands

The Technical Support Analyst work services IT equipment in office environments which may require sitting for long periods, repetitive computer, telephone use, occasional heavy lifting, bending, or stooping. This role receives minimal daily supervision and works independently when not collaborating on other projects.

The Offer

What we offer:

Competitive salary - we take great pride in offering our workforce the best benefits and compensation packages in our industry, and we think you will too.

Healthcare and Dental for single, couple or family coverage

Insurance benefits and employee assistance program

Group RRSP – save for retirement – you are eligible after 1 year of continuous employment and matches your contribution based on years of service

Time Off – Everyone needs time away from work to recharge and be with family and friends - receive a generous amount of paid holidays

Employee Referral Bonus Program

Paid training/tuition reimbursement – Ready to further your education?

Open door policy in a supportive and encouraging work environment

Overtime available in peak periods

Company overview

Our company is a leading wholesale distributor of construction materials with 44 locations across North America, from the Canadian Rockies and Pacific Northwest forests, across the Prairies to the Great Lakes and places in between. Our company was founded in 1972 and prides itself on being the most responsive, problem solving and fun place for our customers to conduct business. We want them to know that they can LEAN ON US!

Apply Today