Client Support Analyst

Eagle is currently seeking a Client Support Analyst. This is an eight (8) month, contract position scheduled to start in July.

Key Responsibilities

The successful candidate will be responsible for:

  • Support complex areas of IT operations in a specified region including Desktop related issues, IMAC, Network, Server, Storage, VPN, SCADA, ordering and deploying equipment, and any other IT support;
  • Act as a subject matter expert when executing work for new major projects locations including coordination of IT services (ISP/Network) for trailer mobilization/demobilization & setting up printing services;
  • Provide onsite & remote support to clients in locations for the lifecycle of the project;
  • Prioritize and resolve technical support issues for regional clients remotely, via telephone, and in-person;
  • Assists in the coordination of group processes by scheduling work, setting priorities and ensuring deadlines are met;
  • Analyze, document, and escalate critical issues to appropriate support groups internally or externally;
  • Support for mobility devices, including, but not limited to devices running iOS, Android, and Windows operating systems on devices including, but not limited to, Cell phones and Tablets;
  • Working with regional microprocessor coordinator to assist with their IT needs/requirements;
  • Assist in training events, conferences, drills, and live incident responses;
  • Assist other TIS teams and clients across the organization to support technologies and recommend enhancements to existing technologies;
  • Utilize a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business and TIS priorities;
  • Knowledgebase article creation and knowledge transfer to peers;
  • The individual in this role must have strong business acumen and communicate in terms of business value/business impact and have a solid understanding of the business area and processes;
  • Key internal contacts include: TIS Teams (Service Desk, Desktop Support, Application Support, Network Support, Telecommunications, Productivity Services, Electricians), and Business Unit personnel;
  • Key external contacts include: Technology suppliers, Internet Service Providers, Electricians and Managed Services partners, and;
  • Reporting Relationships (Number and position title of direct report(s); total number of indirect reports; total number of dotted line reports.).


Skills and Qualifications

The qualified candidate must have:

  • Degree or Diploma in an IT or Telecommunications-related field;
  • 4+ years of progressive experience in an IT end-user support role with medium to large companies;
  • Broad range of experience in IT project planning, IT operations, systems implementation and support;
  • Demonstrated experience with alignment to IT strategies and business objectives;
  • Strong in relationship management, consensus building, and communication skills. Must be able to understand, set and manage client expectations while fostering strong relationships both inside the organization and with external vendors;
  • Excellent customer service, leadership, communication, problem-solving and decision-making skills;
  • Strong knowledge and understanding of business needs and drivers with the ability to establish and maintain a high level of user trust and confidence;
  • Ability to focus on the business process and take an enterprise-perspective in the execution of duties;
  • Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, regulatory requirements and industry information;
  • Excellent interpersonal, verbal and written communication and collaboration skills with all levels of management. Must be able to explain technical concepts and issues in a manner that business stakeholders understand;
  • Non-authoritative leadership skills with experience in leading others including mentoring/coaching of less senior/experienced staff;
  • Excellent project coordination, problem resolution, analytical, organization, and prioritization skills with the ability to manage multiple activities/demands simultaneously, as well as recognize and address workload issues;
  • Able to effectively balance and weigh competing priorities and determine the appropriate course of action independently;
  • Proven experience delivering results in a matrix-managed, distributed corporate environment;
  • Respond resourcefully to change, work constructively under pressure and encourages change towards improvement;
  • Practical, results-oriented attitude, and;
  • Strong team player.
 

Don’t miss out on this opportunity, apply online today!

 

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

 

Eagle Professional Resources
Staff Placement Agency Permit Number: AP-2000200
Placement of Personnel and Recruitment of Temporary Foreign Workers Permit Number: AR-2000199

Eagle Temporary Staffing
Staff Placement Agency Permit Number: AP-2000204
Placement of Personnel and Recruitment of Temporary Foreign Workers Permit Number: AR-2000205

  • Posted On: June 12, 2020
  • Job Type: Contract
  • Job ID: 66812
  • Location: Ottawa/Gatineau QC