Job Title: User Support Technician

Company Name: Rocky Tech

Work Location: #211 and 214, 214 11th Avenue SE Calgary AB T2R 0K1

Terms of Employment: Full-time, Permanent

Wage: $29.00-33.00 per hour

Working Hours: 35-40 hours per week

Language of Work: English

Please contact via email: hr.rockytech@outlook.com

Company Info:

Rocky Tech adheres to the goal of “the best practitioner of IT technology and a professional provider of IT services”. Focus on customer needs and challenges, provide IT solutions and professional services, and continue to create value for customers. We provide services including IT service management, computer network support, server management, network security, social media marketing, web development and so on.

Job Duties: 

• Provide technical assistance and support to users, respond to their inquiries and provide technical support via various channels
• Analyze and diagnose users’ issues to identify the root cause of problems and provide effective solutions 
• Collect, organize, document and maintain all support interactions, including the nature of the problem, steps taken to resolve it
• Assist users in understanding and effectively using the IT services the company provided, conduct training session and create training materials
• Provide software, hardware, network and Internet support to users, troubleshoot identified difficulties and resolve problems to prevent reoccurrence
• Document and update technical procedures, troubleshooting steps, and knowledge-based files for use by other technical support analysts and future references
• Assist users in the planning and improvements of IT projects, including system upgrades and rollouts
• Collaborate with other departments to create powerful sales campaigns and strategies to attract potential sales opportunities and enhance sales performance

Qualifications:

1. A college diploma in computer technology, information technology or a related field

2. A minimum of one year of related experience

3. Proficiency in troubleshooting hardware and software issues

4. Knowledge of operating systems, computer networks and basic network troubleshooting

5. Good customer service skills

6. Strong analytical and problem-solving skills

We thank all interested applicants, however, only those selected for an interview will be contacted.