Support Analyst I

• Be the first responder for all service and support requests
• Be the primary technical resource for our Onboarding team
• Work collaboratively with the rest of the CustomerCare technical support team in delivering excellent and prompt customer support
• Proactively monitor and analyze logs and alerts generated from our monitoring systems
• Support customers with day to day oneWorkspace 365 user access
• Archive user data as per request
• Troubleshoot remote printing, and on-premise printing issues
• Analyze mail flow and delivery issues
• Basic troubleshooting of network and remote connectivity issues affecting oneWorkspace 365 user experience
• Perform level 1 data restoration and recovery as required
• Assist with onsite deployment and configuration of network equipment, desktops, servers, wireless access points, and other devices as required
• Collect technical information at the customer site as required by our Technical Support and Onboarding team
• Provide customer training, as and when required
• Be part of NIRIX’s 24x7x365 technical support team and follow standard support and escalation procedure
• Manage requests and incidents in a timely and consistent manner
• Ensure all support related, security, and information disclosure policies and procedures are followed and enforced
• Inform the appropriate contact within NIRIX on any potential security breaches or customer complaints to appropriate
• Monitor system and service-related events and inform the appropriate internal Contact
• Follow established standard operating procedures for technical support, escalation, and customer complaints
• Participate in weekly CustomerCare support team meetings
• Suggest improvements and make recommendations to existing processes and services
• Work on other duties and projects as required

• You have an attitude for customer service excellence
• You passionately enjoy working with customers
• You have 1-2 years of providing hands-on technical support with a particular focus on cloud and/or hosting services
• Excellent and effective written and verbal communications skills. Must be fluent in English
• Ability to effectively communicate issues, ideas, proposals, and solutions
• Ability to work in a team environment of diverse specialization such as administration vs technical
• Excellent organization skills with detail AND accuracy
• Excellent documentation skills with detail AND accuracy
• Ability to multi-task and manage multiple assigned tasks
• Ability to understand and deliver high-quality customer service
• Natural negotiation and dispute resolution talent
• Ability to handle difficult customers and challenging environments
• Ability to quickly identify key issues and establish common grounds
• Attention to details but with the ability to understand and see the big picture
• A valid Alberta driver’s license is mandatory

Experience with the following is considered an asset (Remote Access Technologies, Virtualization Technologies such as Hyper-V and VMware, Windows Server, Microsoft Teams, Microsoft 365, Active Directory, Microsoft Azure, VSS, DNS, DHCP, TCP/IP, VPN, FTP, Basic shell commands such as ping and tracert, Windows Deployment Services, Patch Management Systems, Confluence, BMS (Broker Management System), EDI, QuickBooks, Sage 50, Xactimate, Polycom IP Phone, Goto by LogMeIn)

• Paid Vacation
• Personal wellness days
• Flexible work arrangement
• Lots of onsite parking
• Discount on all major computer equipment
• Company events
• Paid time off
• Extended Health Care
• Health Spending Account
• Discounted underground parking