IT Support Center Analyst
About The Position
The IT Support Centre group provides support for the global Ritchie Bros. organization either directly in person, over the phone and during after hours on-call basis. Support is provided 24 X 7, services provided include call center services and support for RB applications and IT infrastructure systems. The IT Support Centre Analyst is a key member of the Global IT team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform or in-person walk-ins. This role requires courteous, timely, and effective resolution of end user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems or redirecting to appropriate 3rd level resources.
Requirements
- Ability to work rotational shifts, overtime, occasional weekend and on-call work.
- Ability to lift and transport moderately heavy objects, such as computers and peripherals.
- Ability to sit for extended periods of time.
Responsibilities
- Provides tier 1 & 2 technology support.
- Manages incidents relating to in-house computer systems and SaaS/Cloud platforms.
- Supports users via incoming calls, electronically via ITSM platform, or in-person walk-ins.
- Resolves end user IT issues courteously, timely, and effectively.
- Maintains an accurate record of incidents.
- Troubleshoots difficult problems or redirects to appropriate 3rd level resources.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Basic life insurance
- 401k plan
- 100% match for the first 4% contributed to 401k
- 15 days of PTO each year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
