Desktop Support Analyst

Background

HTS Engineering Ltd. is North America's largest independent commercial HVAC manufacturers’ rep, with 20 locations in the US and Canada. Its vibrant look and brand promise reflect our companywide commitment to ensuring the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation, and maintenance, including our employees, suppliers, customers, and end users.

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary of HTS and an innovative technology solutions and services provider focusing strongly on the HVAC manufacturer’s representative industry. With various offerings, including business intelligence software, help service support and more, KORE delivers end-to-end solutions that empower our partners and clients to build successful businesses.

At KORE, communication and collaboration are our top priorities. As a team member, you’ll work closely with all departments to develop our software, TRAX, and its infrastructure. We have a strong teamwork-oriented culture, meaning you’re surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You’ll be providing meaningful change to the company and serve to enhance our processes.

Job Mandate

Provide first—and second-level support to employees, ensuring excellence in delivery to all our customers/end users across North America. Assist office-based employees and remote staff with efficient and effective use of desktop applications. Participate in and lead various technology projects, with opportunities to plan, design, and implement technology solutions.

Major Responsibilities:

• Responsible for the overall administration of the desktop and network environments in their specific location.
• Work with fellow and senior team members to overcome technical challenges and document the solutions.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Keep a calm and calculated approach to critical situations where quick response and resolution are essential.
• Keep the office clean and organized, free from obsolete IT hardware in the office.
• Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
• Responsible for the overall administration of the desktop and network environments in their specific location.
• Work with fellow and senior team members to overcome technical challenges and document the solutions.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Keep a calm and calculated approach to critical situations where quick response and resolution are essential.
• Keep the office clean and organized, free from obsolete IT hardware in the office.
• Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
• Responsible for on-call rotations.
• Installation of software and hardware as required.
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Maintain the current desktop environment, including but not limited to telephones, PCs, monitors, printers/copiers, peripheral devices, and mobile units.
• Maintenance of the primary internal network (server room, network stack, cablings, ports, hardware). Executing changes as required.
• Responsible for using the ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.
• Identify and escalate critical issues to the appropriate groups.
• Create and maintain Knowledge Base content relating to IT support.
• Review and maintain documentation and asset system data to ensure consistency and accuracy of data.
• Provide basic end-user training on login, software, hardware, and internal security.
• Adherence to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
• Perform other related duties as assigned.
• Work in a positive and energized team environment.
• Participate in projects that will aid and assist the yearly technology corporate vision.
• Office365 administration

Working Conditions:

• Office presence required
• Office setting - Open, collaborative office space (may vary by location)
• Fast-paced environment with tight deadlines
• Reliable access to personal transportation is a requirement 
• Must have a valid passport

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training

• IT-related degree/diploma or equivalent in a related field preferred

Experience

• Minimum of 3 years of hardware and software support experience
• Minimum of 3 years customer support experience
• Enterprise Application Support experience is considered an asset

Technical Skills

• Strong knowledge of all Windows-based operating systems
• Strong knowledge of PC-based computer hardware
• Strong knowledge of the Office 365 suite
• Basic networking knowledge

Minimum Required Behavioural / Soft Skills

• Possesses outstanding written and verbal communication skills.
• Ability to work independently in a fast-paced environment with little direct supervision.
• Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks.
• Self-starter who enjoys experimenting with ideas and approaches
• Friendly and outgoing personality.