Elevated HR Solutions

Support Desk / NOC Analyst

ITeam - Calgary, AB

The ITeam’s culture is built on collaboration, support, and freedom to be yourself. It’s an organization that is known to be fun, social, friendly and supportive. The ITeam is looking for a Support Desk / NOC Analyst to join its Technical Support team and bring energy and expertise to their large technical client base.

Reporting to the Service Delivery Manager, you will provide specialized technical support, advice, and guidance to customers in the area of applications, hardware, software, and other related computing systems.

To learn more about The ITeam, please visit www.theiteam.ca!

Your day-to-day responsibilities may include:

  • Responding to client support issues via phone, voicemail, and e-mail to identify hardware/software issues and offer solutions in a friendly and efficient manner
  • Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
  • Reparation of customer issues through remote connections and following through on client deliverables
  • Ensuring proper escalation during outages or periods of degraded service and following up with customers
  • Communicate important information to the Client IT Manager or Account Manager and document all updated client information in Connectwise.
  • Coordinate and schedule product related service activities as needed

Your resume should outline the following:

  • 3+ years of related and progressive IT technical experience
  • Post-secondary degree or diploma with an IT focus or equivalent
  • Experience working with Windows Active Directory, Group Policy, DNS, RDS
  • Experience working with firewalls, TCP/IP and Internet connectivity configuration
  • Investment in further knowledge and education through further certifications (examples include: Microsoft, Cisco, Aruba, SonicWALL or Fortinet security appliances)
  • Experience with all aspects of business networks – end-user support, security, backup and recovery, disaster recovery, desktop and software version management
  • ITIL Certificate would be considered an asset

During the interview process, we will be looking for:

  • How you express your technical knowledge and articulate complex IT issues to a variety of audiences
  • Exceptional interpersonal skills: how you relate with others even when you’re under the pressure of an interview
  • Examples of how you manage multiple projects at a time taking into consideration time management and organizational skills
  • Example of projects you’ve completed autonomously and independently
  • Examples of how you’ve gone above and beyond for your client group (whether in-house or as a consultant in the past)

Why The ITeam:

  • An amazing leadership team committed to your growth and development
  • A starting base salary of $50,000 - $70,000 and regular commitments to reviews and performance reward
  • Overtime pay (not just time off in lieu!)
  • Bonus program
  • Investment into your learning and growth
  • A platform to voice your ideas and your concerns

Conditions of Employment:

  • Valid driver’s license
  • Reliable automobile
  • Ability to work outside of typical hours (8 to 5)
  • COVID-19 vaccination (If you are unable to be vaccinated for medical reasons or sincerely held religious beliefs, we will consider requests for reasonable accommodation consistent with our policy)

Commitment to Diversity, Inclusion and Equality:

The ITeam is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including: of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same-sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature or socio-economic status.

To Apply

Please submit your resume and cover letter online (in one document!). While we thank all candidates who apply, only those deemed qualified by the hiring manager will be contacted.

Posted On: Wednesday, May 4, 2022

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