Company Overview Over 25 years of excellence > Started in 1987, Fiera Foods is a privately owned company, operated by active and dedicated leaders. Perpetual innovation > We are innovation leaders in Bagels, Puff Pastries, Danish Pastries, Croissants, Artisan Breads, Rolls, and Sandwich Carriers. Solutions, speed and versatility > Our strengths include always finding solutions not matter how challenging; Delivering products and programs quickly to provide our customers an edge in the market; On time deliveries and after sale service.Capacity and contingency > The largest Food Service & Retail customers trust in our ability to meet their capacity requirements. Further we have contingencies across our manufacturing facilities to duplicate all production providing you peace of mind. Job Description Our client Fiera Foods is looking for a Senior Technical Support Analyst. Duties At an advanced level provide technical support to internal and external customers via telephone, email or via remote assistance programs and tools. Provide custom solutions through Scripts. Configure software and assist customers with upgrades. Communicate with customers to ensure support needs are handled and met. Troubleshoot complex issues, with simulation/ reproduction of issues in order to find resolutions. Work well in a team environment and with various levels of team members. Mentor and coordinate the junior staff; as well as, serve as an escalation point for junior staff while handling customer support issues. Escalate issues to developers. Work issues with the developers should they need your expertise is needed. Involved in customer training and documentation; as well as, software testing during release cycle. Use ticketing system(s) and time reporting systems to accurately report issues, document activities, and report time. Also, create and distribute activity reports. Required to travel to remote company for implementation of systems, support of systems, training or for meetings. Able to work in a 24x7 rotation environment with other team members for response to critical system support requests. Essential Requirements BA/BS in Computer Science, Engineering or related field; OR the equivalent combination of education and IT software support. 10+ years of technical support experience or in a similar role trouble shooting, diagnosing problems with hardware and software, and debugging skills. Understanding and experience within Windows operating systems and applications such as Windows 7 or Windows XP, Window 2010 Server, Windows 2003, AD, Group Policies, File and Print Servers, NTFS Permissions, MS Exchange, MS Office 2003,2007,2010,2012 Suite including Outlook, Citrix Server and Clients, VPN, ISA, RDC, IIS, SQL 2005/2008 and common desktop applications such as Internet Explorer, Acrobat and SAV. Sound knowledge of backup procedures, Symantec Backup Exec. Excellent knowledge of TCP/IP, Windows wired and wireless networks utilizing routers, switches, access points and hand held wireless devices (LAN/WAN). Knowledge of Avaya desk phone systems, cell phones including blackberries, desktop, server and printer hardware. Advanced problem solving, analytical, and excellent written/verbal communication skills a must. Self-motivated, detail oriented and well organized. Work independently and well as part of a team environment. Work with all levels within an organization and the various customers that require support. Excellent use of discretion and judgment while handling confidential and sensitive business information. Able to calmly manage crisis situations. Proven ability to prioritize work and simultaneously perform multiple tasks. Excellent customer service skills and serve as a professional, with a responsible demeanor in representing the organization. Valid driving license and own vehicle. Preferred Experience in a similar role trouble shooting and diagnosing problems. Skills and Knowledge Excellent verbal and written communication skills. Excellent team work and interpersonal abilities. By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or work permit
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