Job Description Summary:
Reporting to IT Director, the Level 2 Technical Support Specialist is responsible for providing technical support focusing on our internal software solutions. This includes providing strong technical expertise and troubleshooting. This role provides both Level 1 and Level 2 support, diagnosing and resolving technical issues, escalating cases when necessary, and ensuring user satisfaction.
Essential Duties and Responsibilities (Job Key Contributions/Task)
Technical Support:
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Provide both Level 1 and Level 2 technical support for internal software solutions to employees via phone, email, chat, and in-person interactions.
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Troubleshoot and resolve software-related issues and bugs.
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Assist with the installation, configuration, and maintenance of internal applications.
Issue Resolution:
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Diagnose complex software problems and provide timely solutions.
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Document and track issues in the ticketing system.
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Escalate unresolved issues to development team.
Customer Service:
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Ensure a high level of internal customer satisfaction through prompt and efficient service.
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Communicate effectively with employees to understand their technical issues.
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Provide guidance and training to employees on using internal software systems.
Collaboration and Documentation:
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Work closely with software development teams to ensure seamless issue resolution.
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Create and update technical documentation and knowledge base articles related to internal software solutions.
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Participate in team meetings and share insights on common issues and solutions.
Continuous Improvement:
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Stay updated with the latest software updates and industry best practices.
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Contribute to the improvement of support processes and tools.
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Provide feedback and suggestions to enhance the overall support experience.
Job Key Competencies/ Skills
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Professionalism and integrity.
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Strong analytical and problem-solving abilities.
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Strong verbal and written communication skills
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Ability to work independently and as part of a team.
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Strong interpersonal skills
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Ability to work in fast paced environment
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Ability to quickly learn new software technologies
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Excellent communication and interpersonal skills.
Qualifications and experience:
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College diploma or university degree in the field of computer science, information systems.
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2+ years’ experience in technical support or a similar role.
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Strong knowledge of software troubleshooting and debugging.
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Proficiency with remote desktop support tools and ticketing systems.
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Experience with internal software solutions and relevant certifications are a plus.
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Transportation Industry Experience is an Asset
Language Skills:
English is the principal language for this position. This position requires good written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment.
Statement of Non-Inclusivity:
This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.
Apple Express offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process, applicants are asked to make their needs/requirements known.
