Technical Support Analyst

Job title:

Technical Support Analyst

Company

Pason Systems

Job description

Description :The RoleWe are looking for a Technical Support Analyst to provide technical, software and hardware support in a 24/7 service desk environment. The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist our clients in troubleshooting and resolving issues during deployment and ongoing use of Pason’s products & services. The role requires an individual who is committed to working through complex problems with a high-level accuracy and with a focus on providing exceptional customer service. This position will support over 200+ Pason field technicians and diverse client base.The TeamThe technical solutions team is the first point of contact our customers will call upon when something goes wrong with our products. The team provides technical, software and hardware support in a 24/7 service desk environment by troubleshooting and resolving issues during deployment and ongoing use of Pason’s products and services.Essential Duties and ResponsibilitiesRespond to customer inquiries via telephone or email to provide problem resolutions in accordance with our service standardsLog all issue based interactions with clients and field techniciansIdentify and escalate situations requiring a field technician when necessaryTroubleshoot and resolve complex software, hardware and technical issues for clientsCollaborate with development staff to recreate problems in a test environmentRemote troubleshooting using a variety of different software toolsTrack issues to resolution and update Pason’s Knowledge BaseStay current with Pason’s products and software changes and updatesSet proper priority for issues to ensure timely resolutionActively contribute to on-going process improvementsAvailable for a 4 day on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and stat holiday shiftsIndividual transportation is requiredKnowledge, Skills and AbilitiesExperience providing technical support to remote clientsExcellent verbal and written communications skillsAbility to manage multiple concurrent projects/tasksAbility to identify, isolate and communicate problems from and to all levels of usersDedicated commitment to customer successThrive under constantly changing conditions, offering new ideas and fresh approaches to problemsMust excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for successWilling to work in a 24 X 7 environment and rotate through day, evening, night and stat holiday shifts.Fluent oral and written English communication skillsSpanish would be an assetHybrid Work EnvironmentThis position allows the opportunity for an employee to work in a hybrid environment. During the day shifts the analysts will work from the office, however there are 2 night shifts that allow for analysts to work from home.Pre-employment ConditionsCompletion of a satisfactory Criminal Record CheckEducation : Certificate
DiplomaExperience : 0 years: Call Center experience is an asset
2 years: or more of technical support experience with CentOS, Windows 10, and Cisco networking would be an asset
0 years: Experience with oilfield drilling and terminology would be an asset

Expected salary

Location

Calgary, AB

Job date

Wed, 05 Feb 2025 05:53:29 GMT

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