Technical Analyst (Support Services)

FCC / FAC•Edmonton, AB

23h•Hybrid

About The Position

As a Technical Analyst, you’ll translate business needs into practical, effective technology solutions. You’ll gather and interpret requirements, configure and enhance systems, and continuously improve tools and processes to support automation and reliable operations. Using your technical curiosity and critical thinking skills, you’ll troubleshoot issues, work with modern cloud technologies—including SaaS and PaaS—and apply your understanding of system integration to deliver solutions that advance FCC’s goals and improve the customer experience. You’ll also bring strong service desk experience to the role by resolving customer issues using best practices, providing timely and effective support, and maintaining clear, accurate troubleshooting documentation.

Requirements

Diploma or certificate in information technology or computer science
Minimum two years of service desk or call centre experience or related experience (or an equivalent combination of education and experience)
In-depth knowledge of common software and operating systems
Exceptional commitment to customer service
Extensive knowledge of systems analysis, design concepts, and computing and software industry trends
Valid driver’s licence
ITIL V3 Foundations certification

Nice To Haves

Information Technology Infrastructure Library (ITIL) certification
Mac certification
Microsoft certification
Bilingualism (French and English) is a strong asset

Responsibilities

Develop, implement and support tools, processes and technical solutions that improve FCC’s business capabilities
Lead team and stakeholder meetings and participate in after-hours on-call rotation
Offer technical support by phone, email, chat and one-on-one interactions
Facilitate the resolution of Major IT Incidents
Troubleshoot second-level IT support issues and common issues, trend analysis and documentation