Full Job Description

Cloud Forces Technologies is a Canadian IT start-up company, offering a full range of business process outsourcing for IT. We offer complete coverage for any technology or support issues and are able to create cost-effective IT solutions for clients. Successful candidates will share our values and have an interest in working with IT technologies in support of our operations team to provide exceptional customer service to our clients. We are seeking English speaking IT Support Analysts to join our team.

Essential duties and responsibilities include, but are not limited to:

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
• Escalate unresolved issues to a Team Lead.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads promptly.

Minimum requirements include:

• Excellent analytical, problem-solving and communication (verbal and written) skills.
• Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
• Excellent time-management, organizational, and communication skills
• Accuracy and the ability to handle a high volume of work efficiently are essential to this position
• Strong customer service focus, with the ability to work professionally in an IT support environment (remaining calm and professional with complex and/or technically-inexperienced requesters)
• Professional, accountable, and resourceful team player mindset

(Candidates must be fluent in English. The interview will be in English only format)

Job Types: Hybrid (In-person and Remote) - Part-time

Language: English fluently (required)