Who you are

• You will be locally based in Vancouver and as a member of Visier’s Information Technology Department’s Service Desk Team, will bring your strong communication skills, service excellence, and ability to troubleshoot technical problems to each day
• Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues
• Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices
• Exceptional ability to support Mac and Linux operating systems
• Knowledge in at least one (1) language, ie: Python, Bash, JavaScript, Perl, etc. Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills
• Experience using an IT Service Management tracking system such as ServiceNow is an asset
• Customer service or Service Desk certification training an asset
• Knowledge of ITIL Foundations is an asset
• Ability to lift/carry/move up to 50lbs

What the job involves

• Visier is seeking an IT Ops Analyst with an analytical mindset, elevated communication skills and a passion for problem solving to provide fast and reliable support and service for our internal teams based in Vancouver, Toronto, Berlin, and remotely
• Providing Tier 1&2 support via phone or remote control to provide assistance on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues and system access issues
• Performing centralized administration duties such as setting up new Network/email accounts, password resets and changing access levels in various applications/drives Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc
• Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner
• Maintaining and documenting system procedures and processes
• Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services
• Ensuring quality of the incident record prior to resolving the incident
• May be asked to perform other duties as required

Benefits

• We take mental health seriously
• Paid time off
• Self-care is not selfish
• Personal spending amount
• Financial support for home office upgrading
• Financial support for home internet and mobile phone costs
• Visier Gimes program for PTO
• Leadership and support training
• Career development & mentorship