IT - Support Specialist

at  Regency Fireplace Products

JOB SUMMARY:

In this dynamic, fast-paced environment, the IT Support Specialist is responsible for providing front-line technical support to FPI employees across all locations in Canada, USA, and Australia. This position plays a key role in ensuring that high levels of customer support are provided by engaging in a thorough troubleshooting, diagnosis, and resolution process for all hardware and software issues. The IT Support Specialist relies on keen communication skills to articulate complex and/or technical matters in a way that is understood by our diverse employee group with varying degrees of technical knowledge. This position requires a start time of 6:30 AM from Monday – Friday, to ensure IT support is available for all our branch locations, manufacturing facility and nearby warehouses.

QUALIFICATIONS & SPECIFICATIONS:

Abilities/Skills/Knowledge
· Excellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer Service
· Able to instruct and troubleshoot with customers in remote locations (via telephone and screen sharing software)
· Ability to communicate technical concepts with non-technical customers
· Able to maintain adaptability, while working with structured business processes
· Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
· Strong analytical problem-solving / troubleshooting skills; ability to research and figure things out independently
· Strong troubleshooting skills with Microsoft products, including Windows OS, M365 Productivity Apps, Active Directory and Group Policy.
· Knowledge of corporate networking fundamentals
· Knowledge of various types of IT hardware
· Strong desire to learn
· Team player, dependable and hard working
· Available for On Call after hours support on a scheduled basis
Education/Training:
· High School diploma or equivalent required
· CompTIA ITF+ or A+ Certification an asset
Experience:
· 1-3 years of experience working in an IT operations capacity preferred

• Performing root cause analysis on hardware and software issues
• Answer support calls and emails as well as ongoing communication with customers for information gathering
• Accurately record details of support requests and communication with customers
• Provide technical expertise related to Microsoft technologies and business-specific programs
• Provide technical support for mobile devices including Apple and Android phones and tablets
• Track and route problems and requests and document resolutions
• Assist in maintaining internal Service Level Agreement (SLA) and Customer Satisfaction performance metrics
• Consult user guides, technical manuals and other documents to research and implement solutions
• Educate users in the use of technical documentation and user manuals
• Maintain an accurate hardware and software asset inventory
• Identify and escalate situations requiring urgent or senior attention
• Configure, deploy, and repair hardware and associated components
• Create documentation and perform system checks regularly and thoroughly
• Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
• Contribute to a positive work environment focusing on Lean and continuous improvement initiatives