VohCom Software Inc. – User Support Technician

Main Duties

  • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
  • Install software on client networks
  • Consult user guides, technical manuals and other documents to research and implement solutions
  • Emulate, reproduce and attempt to debug technical problems encountered by users
  • Collect, organize and maintain  problems and solutions log for use by other technical support analysts
  • Analyse support logs to identify common trends and underlying problems
  • Provide advice and training to users in response to identified difficulties
  • Update and maintain client training manuals
  • Provide business systems, network and Internet support to users in response to identified difficulties
  • Participate in the redesign of applications and other software and provide suggestions and documentation to improve the overall performance of the software
  • Produce weekly department reviews to ensure service levels are being met
  • May provide supervision and training to other support staff

Employment Requirements

  • Completion of a college program in computer science, computer programming or network administration is required.
  • Troubleshooting experience with hardware and software customer services
  • Experience in support positions
  • Ability to speak fluently in English
  • Willingness to work extended hours as needed in emergency situations
  • Ability to formulate plans and achieve organized implementation of software both remotely and in person
  • Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.
  • Knowledge of SQL databases, support ticketing software, Windows Server 2008/2012/2016, Windows 7/10, DNS, DHCP, LAN/WAN, Outlook, Active Directory, Remote Desktop and Virtualization Technologies and Virtual Networks knowledge are assets
  • Knowledge of the CEM Software industry is an asset
  • Through support, provide training and orientation for new clients
  • Knowledge of or work experience in an accounting firm is an asset

Additional – The right individual must possess strong communication skills and a professional, confident and outgoing personality as this position is a vital component and contributor to the ongoing operational efficiency of our company.

Please provide salary expectations when submitting resume to:  jobs@vohcom.com