Job Advertisement - IT Support Specialist

Who Are We?

Founded just outside of Vancouver, Canada in 1979, Regency Fireplace Products has grown to be a world leader in the design, manufacture, marketing and sales of hearth products. From an entrepreneurial start-up business, we've grown into a sophisticated organization of more than 400 employees across Canada, the United States and Australia; supplying over 2000 retailers around the world. In 2016, we became a member of the NIBE Group, a global company that develops and manufactures intelligent, energy-efficient indoor comfort solutions for all types of properties. We create amazing fireplace products focusing on our Brand Promise: Service | Reliability | Quality | Innovation. Simply put, our vision is:

To provide sustainable comfort and ambience that enriches everyday lives

Who works here?

At Regency, our vision has always been creating the finest of fireplace products! With an ever-growing demand for our products, our ISO-9001:2015 certified head office campus includes a 240,000 square feet manufacturing facility with state-of-the-art robotic technologies and our own R&D Innovation Center, right next door. We operate with a flat organizational structure which allows our employees to contribute to strategic initiatives. We're a diverse group of forward thinkers. We're passionate and we care about the environment and sustainability. We're on a mission to continue to create highly efficient and stunningly beautiful fireplaces.

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.

DUTIES & RESPONSIBILITIES:

• 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

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

Why work at Regency?

• The salary being offered for this position is $57,600-$72,000 per year. We also offer a competitive compensation package, including profit sharing, an RRSP matching program, a comprehensive benefits package including health, dental, vision, critical illness and mental health coverage, out of country travel coverage and an Employee and Family Assistance Program to support the wellbeing of you and your family
• Be part of a team of incredibly talented, passionate, and inspired people setting the standard of creating quality fireplace products that bring people together
• We're all about Continuous Improvement (we hope that you are too!) To allow employees to continue to develop in their careers, we offer Professional Development opportunities - both internally and externally.
• Have fun with our team! Get a group together to take part in our team building or health & wellness Some past activities have included: Skiing/Snowboarding, Half Marathons, Go-Karting, a round of golf, and more.
• Love our products as much as we do? Take part in our Employee Purchase Program and enjoy our products in yours or a family members home!
• Each person plays a critical piece in our organization, and we understand how much impact employees can make in their work. We recognize employees for their contributions through service awards, our peer recognition program, and spot awards, for special projects and over achievement.

HOW TO APPLY:

Interested candidates are invited to submit a resume/cover letter to the People & Culture department by applying via this website.

We thank all applicants for applying but only short-listed applicants will be contacted.