We believe great service begins with great people! If you take pride in working collaboratively and delivering excellent customer service, you’ll feel right at home with ABM! As a trusted Managed Service Provider with a nationwide Field Services presence, we’re united by a commitment to integrity, customer focus, and driving tangible results for our customers. If this sounds like you, we invite you to apply to join our team where working together means building better outcomes for the customers who rely on us every day.
Job Overview
The Technical Support Analyst role is responsible for providing operational systems support for internal and external customer environments. The Technical Support Analyst will provide user-friendly professional end-user desktop, software, and technical support by efficiently and effectively diagnosing, troubleshooting, and resolving customer issues. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve system issues to maximize the benefit of IT systems investments. There will be a requirement to participate in after hours on-call support.
Responsibilities
- Deliver technical service and support to users via incident management software.
- Interact with end-users to gather information to categorize their request and evaluate and analyze problems and issues.
- Diagnose and resolve technical issues adhering to established processes and procedures.
- Accurately maintain end-user documentation and incident tickets.
- Provide regular communication and follow up to customer’s and end users.
- Manage service requests and incidents in accordance with Service Level Agreements.
- Escalate or redirect incidents and service request as per established procedures.
- Work as a contributing member in a team environment including other technical support teams and external vendors.
Requirements
- Diploma in Computer Service/Support or equivalent combination of formal industry recognized training.
- Experience supporting users and desktop environments in a technical service/help desk environment.
- Experience or familiarity with Incident Management Software.
- Experience servicing point-of-sale systems and machines.
- Proven proficiency, diligence, and aptitude in a customer facing technical support role.
- Exceptional customer service focus.
Meaningful Benefits:
You’ll work alongside supportive and skilled teammates who take pride in delivering dependable technology solutions and exceptional customer service. We offer all employees the room to learn, advance, and contribute to the systems that our customers rely on every day. At the end of each day, you’ll know your work made a measurable difference for the customers and local communities we serve!
Our benefits include:
- Comprehensive Health, Dental, & Vision Plan – also including life insurance, long-term disability insurance, accidental death and/or dismemberment insurance.
- 24/7 Virtual Healthcare & Mental Health Support – at no additional cost through our group benefit plan.
- Employee & Family Assistance Plan – with resources available at no additional cost through our group benefit plan.
- RPP Matching Program – up to 5.5% employer matching.
- Vacation accrual starts on Day 1
- Employee Rewards & Saving Program – access to savings on thousands of unique vendor perks and discounts.
- Professional Development & Training Programs – to support each employees continuous growth.
- Employee Recognition Programs – that celebrate safety, service excellence, and outstanding contributions to our goals.
About Us:
ABM Integrated Solutions, headquartered in Dartmouth, Nova Scotia, is a nationally recognized technology company delivering end-to-end managed services and dependable field support to organizations across Canada and the United States. We combine the agility of a full-scale MSP with the reliability of a coast-to-coast Field Services operation, ensuring our customers receive fast, consistent, and high-quality technical support wherever they may do business.
ABM is part of the Atlantic Corporation Limited (ACL) family of companies. ACL’s diverse portfolio includes organizations operating in senior’s living spaces, national transportation and logistics, fuel hauling, real estate, and storage services. This broad corporate ecosystem gives ABM a stable foundation, cross-industry insight, and the ability to support customers whose technology requirements extend across multiple different environments; from retail locations, to distribution centers, to enterprise offices.
Pay: $40,000.00-$45,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program
Work Location: In person
