Help Desk Analyst (Night Shift)

In this role, your job duties will include but not necessarily be limited to the following:

  • Review ticket queue submitted to our client in the on-line trouble ticket system and determine priority based on criteria set by management
  • Take ownership of tickets by locking tickets in a personal queue, based on standard operating procedures
  • Respond to client software problems or complaints ensuring that a ticket number is provided and that situations/ issues are dealt with appropriately within the specified performance criteria and set goals
  • Diagnose / troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions and inter-operability with other software and provide guidance by email, or by phone if required
  • Provide service quality to clients by anticipating client needs and informing them of patch, fix, work-arounds and training available
  • Repair problems via remote access on client system installations where such permission is granted
  • Innovate and create client solutions and recommend changes to hardware and software architecture
  • Replicate customer problems, test fixes and document solutions for use by the Support Team
  • Contribute to knowledge database and FAQ database for each software component supported, by working alone or in a team-based environment, to establish best practices
  • Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria
  • Assume responsibility for escalated tickets if assigned to individual specialty
  • Document suggested enhancements / changes to our client's  software to improve performance and / or usefulness of the products
  • Participate in providing training to potential Software Development Support Specialists as required
  • Maintain up-to-date knowledge of MS Exchange Server, IIS, SQL, SPS and other MS software utilities supported by the company at the MCSE / MCP level
  • Support an Exchange / IIS / SQL (and Oracle DB or Notes) environment(s) as required
  • Write and / or review technical documents for manuals, install guides, test cases, etc. as required
  • Participate in QA testing and software upgrades including releases, patches and fixes, as directed.

Required Qualifications

  • Four (4) year degree in Computer Science or a related field from an accredited University
  • Knowledge of Windows operating system and Microsoft SQL Server,
  • Familiarity with Active Directory and/or LDAP authentication
  • Programming background in Visual Basic, Visual Basic.NET, and COM programming model
  • Strong written and verbal communication skills
  • Ability to work autonomously with flexibility and excellent judgment
  • Ability to work effectively under pressure to meet deadlines
  • Ability to work cooperatively as part of a team
  • Previous customer service and/or customer support experience an asset
  • Foreign Language skills a plus

This position is an opening for our European Support team which operates during European business hours or approximately between 12 midnight and 8 am Calgary time.

To apply please contact or call (403) 514-8240

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