Technical Services Support Analyst



  • Information Technology
  • Job Code: ML985745725
  • Posted: July 25, 2019
The Job has been filled
David Aplin Group, one of Canada's Best Managed Companies, has partnered with our client to recruit for a Technical Services Support Analyst based in Edmonton, AB.

Our client is looking for a Technical Services Support Analyst on a contractual basis for 3-6 months. The Technical Services Support Analyst will be a key participant of a high-performance team responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
The candidate needs to be a team player possessing excellent customer service and communication skills. You must also be able to demonstrate a high degree of initiative, enjoy problem-solving, have good organizational skills, be detail-oriented, and have the flexibility to perform multiple tasks at once. This role requires an “outside the box” thinker. You cannot be shy to speak up and collaborate with upper management.

The Role:
  • Help resolve software and technical questions for the customer efficiently and effectively
  • Gather the required information necessary in order to best handle customer software and technical inquiries
  • Manage customer expectations regarding estimated response times for issue resolution
  • Support meeting audiovisual systems including projection, audio, and streaming systems.
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
  • Provide IT assistance for events, vendor training, and department meetings as required
  • Partner with Technical Support team members on various strategic projects when needed
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Oversee the daily administration of the Information Management, Financial, Print, and GIS infrastructure; located both on-premise and in Software as a Service (SaaS) configurations
  • Run monitoring reports for usage, performance, and/or availability.
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

The Ideal Candidate:
  • Accredited Post‐Secondary Information Technology Certificate or Diploma.
  • 3 - 5 years of relevant experience in technical customer support (voice and email), with a strong customer interaction experience
  • Strong skillset in mobile and on-premise/cloud-based telecommunication systems
  • Professional designations including ITIL Foundations, Microsoft Certified Professional, and CompTIA A+ / Network + preferred but not required.
  • Good debugging skills
  • Passion to be a part of a hard-working
  • Excellent time management skills and ability to prioritize, set project plans and schedule resources
  • Strong active listening skills and excellent written and oral communications skills
  • Excellent Customer Service Orientation
  • Strong attention to detail when communicating with customers (verbal & written)
  • Ability to empathize with customers and convey confidence
  • Strong documentation skills
  • Familiarity with Salesforce Apps and Web applications
If you are interested in this position and meet the above criteria, please click the Apply button to send your resume in confidence directly to Jade Murphy, Recruiter, Aplin Information Technology. Visit our website at to view our job opportunities, career tips, and tools. We thank all applicants; however, only those selected for an interview will be contacted.


If this is your first introduction to us, we invite you to become one of our satisfied candidates. David Aplin Group has been Canadian owned since 1975. Our professional consultants are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. Our proven track record, nearly four decades long, is largely due to our team of highly skilled and successful specialists. Through superior service and a commitment to long-term relationships, we provide deep specialization in core areas for complete recruiting and HR solutions across Canada - all from one source. We look forward to exceeding your expectations!

Learn more about David Aplin Group and view all of our current job opportunities, career tips, and tools at



Mike Letto

Information Technology


Business Development Consultant

  • 780.229.2019

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