Your Mission

Your role is crucial in ensuring seamless operations within our Trusscore team by maintaining and enhancing our IT infrastructure. You will be instrumental in providing support to team members across all locations, whether they are based locally in Calgary, in Palmerston, Ontario, or working remotely. Your responsibilities include addressing general hardware, technology, infrastructure, software, and business systems issues to facilitate smooth workflow.

Based at our Calgary location, you will play a pivotal role in optimizing our systems, processes, and operations, contributing to improved efficiency in day-to-day activities. As you grow into your role, you'll become an integral part of the Trusscore IT team, with ample opportunities to expand your knowledge across various aspects of our business and systems. This includes gaining insights into our ERP system, NetSuite, and other critical components of our operations.

Responsibilities

• General
  • Efficiently document end user issues in our ticketing system.
  • Build rapport with users to extract detailed information about their technical issues.
  • Prioritize and schedule problem resolutions, escalating complex issues where appropriate through the ticketing system.
  • Keep a detailed record of the entire help desk request process, from initial inquiry to successful resolution.
  • Utilize online resources, such as Technical Documentations and knowledge bases, to troubleshoot and solve problems.
  • Identify when to engage 3rd parties and coordinate with them until issues are resolved.
• IT
  • Set up workstations for employees, including monitors, peripherals, and other IT equipment, following Company standards.
  • Perform hands-on support tasks, including software installations, hardware upgrades, system configurations, and more.
  • Thoroughly test solutions to ensure problems are effectively resolved.
  • Follow up with users after resolution to ensure satisfaction.
  • Analyze documented resolutions and identify trends for proactive problem prevention.
• Business Systems
  • Application support for all users
  • Handheld and tablet configuration and end user training
  • Barcode label printing troubleshooting
• Analytics
  • Assist users in creating and maintaining searches and reports in NetSuite
  • Familiarity with Knowledge of Power BI (or other analytics tool) and Data Warehouses

Qualifications

• A Minimum two years of related experience (providing technical support to clients)
• A technical diploma or degree in Information Technology or a related field, or equivalent hands-on experience.
• Knowledge of Microsoft Operating Systems and Microsoft 365.
• A strong knowledge of TCP/IP and related protocols
• Installation and support knowledge of Microsoft Server, SQL Server
• Installation and support knowledge for firewall devices
• Strong knowledge of MS Office suites
• Strong verbal and written communication skills
• Exceptional customer service skills with effective verbal and written communication.
• Ability to multitask and prioritize effectively with minimal supervision.
• Capability to manage various tasks simultaneously while aligning with business needs.
• Familiarity with NetSuite ERP software, Barcode Label Printing processes and hardware or an Advanced Analytics tool (like Power BI) is a plus.