IT Support Technician supporting SysGen Solutions Group’s managed services and internal IT operations in Calgary. Monitoring systems, troubleshooting devices, and assisting clients and employees.
About the role
- Technical Support Analyst providing Tier 2 support for Achievers’ employee recognition and rewards platform. Troubleshooting integrations, migrations, upgrades, and client technical issues from Toronto.
Responsibilities
- Deliver unforgettable customer service by finding innovative solutions to meet member needs
- Assist with technical workload, including queues, JIRAs, and projects
- Assist internal teams with troubleshooting
- Resolve client issues quickly and meet service-level expectations
- Communicate with internal and external stakeholders, follow up, and deliver action items
- Provide Tier 2 technical support to external clients by reproducing bugs and determining whether Tier 3 support is required
- Manage software migrations, integrations, and upgrades, including HRIS and SSO
- Manage SFTP migrations by coordinating with client IT resources, program administrators, and internal teams
- Liaise with CSMs and client-side resources regarding issues, structural program changes, data changes, upgrades, and migrations
- Ensure best practices are followed and create processes as necessary
- Meet or exceed SLA targets and other measures of success
Requirements
- 2–3 years of customer/support work experience; Client Support experience is an asset
- Completed a bachelor degree
- CRM (Salesforce) experience is required
- Strong technical background, communication, problem-solving, and interpersonal skills
- Basic PHP, HTML, CSS, and SQL skills are an asset
- Ability to understand technical aspects of software functions
- Experience working in a team-oriented environment
- Ability to work extended hours
- Experience addressing support tickets/requests in a queue environment (JIRA)
- Experience in a metrics-driven environment is preferred
- Independent self-starter with a sense of urgency and proven results orientation
- Flexibility/adaptability and ability to think on your feet
Benefits
- Rewards for your impact through our Recognition and Rewards program
- Health Benefits and Life Insurance Coverage beginning on your first day
- Parental Leave Top-up
- Employer matched RRSP contributions
- Flexible Vacation
- Employee and Family Assistance Program offering mental health, legal, and financial counselling
- Supported professional development and career growth (Linkedin Learning, mentorship)
- Employee-Led Employee Resource Groups that celebrate our diversity
- Regular events designed to build connection, belonging, and well-being
- Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
- Annual compensation review against performance and impact in role
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