Intermediate Technical Support Specialist

You will love being a part of our team!

As a 2023 Top Small and Medium Employer, you will work with people who are passionate about their jobs and take initiative, people who want to do their best every single day, and people who care deeply about their customers and deliver top-quality service. You’ll work with a team of people who “do the right thing.” You’ll be a part of an entire organization that will never be satisfied with the status quo and will always be looking for ways to improve and be more efficient while taking care of the customer.

The Role

The Intermediate Technical Support Specialist role will provide operational and technical support to all company users. They will install and configure personal computers, printers, and peripheral equipment while providing support to the organization. They will serve as an escalation point for our Tier 1 helpdesk support, and additional technical responsibilities.

Primary Roles and Responsibilities

• Provide support to end-users, and escalate more complex issues when appropriate,
• Route unresolved issues to appropriate team members for further investigation and resolution
• Resolves escalated tickets (when hands-on is needed or company-specific knowledge is required)
• Respond to assigned help desk tickets, support and troubleshoot technical requests
• Day-to-day project support on multiple initiatives
• Install and maintain computer equipment and peripheral hardware and software
• Prepare and install all equipment and software for new and existing users
• Distributes computers and printers according to the assigned schedule
• Provides first-level Information technology desktop services support
• Coordinates activities of external contractors completing all moves, additions, and change
• Monitor and support Backupify to ensure OneDrive, Exchange, and SharePoint (Teams) backup data integrity
• Coordinate directly with the telecom provider(s) to enhance support
• Monitor and support anti-virus tools to stay up to date on possible threats
• Responsible for updating active directory and administration
• Responsible for administration of Office365, SharePoint, Teams
• Maintains the inventory of computers, printers, and mobile devices for evergreen processes
• Provides support and resolves problems related to installed computer software
• Identifies software application, network, and hardware issues and resolves any issues in a timely manner

Skills & Experience Required

• Customer service is key. This person needs to have the ability to change pace rapidly and respond to changing priorities
• Good analytical and problem-solving skills
• Excellent interpersonal skills with the ability to work as a team member
• Ability to interact with users in a clear and courteous manner
• Ability to prioritize tasks at hand
• Maintains a strong focus on internal and customer satisfaction
• Strong organizational skills and planning ability
• Demonstrate a positive attitude, enthusiasm, and assertiveness
• Exceptional problem-solving and troubleshooting skills
• Ability to work under pressure while maintaining quality and consistency of service
• Strong attention to detail and excellent organizational skills
• Acts with professionalism in dealing with highly confidential information and situations
• Passionate about working with a collaborative team
• Committed to quality processes and continual improvement
• Internally motivated, able to work effectively with minimal supervision

Qualifications Include

• Certificate or diploma in an IT-related field or appropriate work experience will be considered
• 3 to 5 years of experience in providing technical support
• Technical Skillset should include knowledge of Microsoft Office 365 cloud administration
• Solid customer service experience
• Practical knowledge of workstation management and troubleshooting
• Experience with Windows operating systems, including installation, recovery, and update
• A+, Network+, and CompTIA experience is an asset
• Working knowledge of Network Administration is an asset

Our current success!

Since 2005, More Than Just Feed and its family of Brands have proudly served Western Canada’s feed industry with high-quality products and services. More Than Just Feed is trusted by Canadian farmers because we are customer-focused, high-quality, and dependable. We provide a full scope of services, including manufacturing, warehousing, and on-farm delivery services. More Than Just Feed and its family of Brands is revolutionizing the feed industry, supporting Canadian farmers to put food on family tables for the next 100 years. More Than Just Feed and its family of Brands are driven by one core purpose: Helping Farmers Feed People.