IT Support Center Analyst

at  Ritchie Bros

ABOUT US

Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets in numerous industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world’s builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/

JOB DESCRIPTION

The IT Operations group provides support for the global Ritchie Bros. organization either directly in person, over the phone and during afterhours on-call basis. Support is provided 24 X 7, services provided include call centre services and 2nd level support for RB applications and IT infrastructure and mobile auction kits. IT Operations staff may travel to RB sites around the world to provide IT support for the auctions and for new builds or renovation activities involving IT infrastructure.
The IT Support Centre Analyst is a key member of the Global IT Operations team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform or in-person walk-ins. This role requires courteous, timely, and effective resolution of end user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems or redirecting to appropriate 3rd level resources.
In addition, this role will involve rotational shifts, overtime, occasional weekend and on-call work, in addition to lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time. Travel to auction sites may be required.

QUALIFICATIONS

• IT-related education or industry certification (ITIL)
• Preferably a minimum of 1 year experience in IT support or related customer service position
• Functional knowledge of Windows and Mac computer support (preferred)
• A proven commitment to provide excellent customer service
• Excellent phone etiquette
• Excellent analytical problem resolution skills
• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to communicate ideas to technical and non-technical audiences
• Ability to multi-task effectively in a fast-paced environment
• Highly organized and detail-oriented
• Logical & highly self-motivated / directed
• Experience working effectively in a team-oriented, collaborative environment.

• Effectively respond to user requests for technical assistance via support centre phone calls, electronically and/or in-person
• Diagnose, advise, escalate or resolve user technical hardware and software issues while adhering to our IT operations standard procedures
• Assist 3rd level escalation support teams in solving critical problems related to RB application systems, infrastructure and associated software products.
• Diligently log, track and monitor detailed information/issue resolutions on all IT Operations interactions using our ITSM tool
• Prioritize work queues and monitor urgent incidents to ensure expedient resolution
• Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.