ID Fusion Looking for Application Support Specialist at Winnipeg, MB Full Time

ID Fusion is looking to hire an Application Support Specialist to join our team. Do you want to work for a company that focuses on values for both its clients and employees? A company that believes healthy, productive, and engaged employees drive organizational performance and success? Do you have a passion for helping people? If this sounds like you, we’d love to meet with you!

The Application Support Specialist will provide front line application support and training for our clients. The Application Support Specialist is responsible for responding to client requests and troubleshooting and resolving client application issues.

*
Reporting to the Director of Managed Services, a typical day might include some of the following: *

• Asking clients targeted questions to quickly understand the root of the problem to diagnose and troubleshoot application issues
• Independently monitoring support requests, recording events and problems and their resolution in logs and ticketing systems with important, and required details for Tier 3 Support
• Walking the client through the problem-solving / training process either via phone, email, chat, remote desktop applications or traveling on-site as required
• Providing solutions to clients by investigating reported issues, researching, determining root cause and implementing the solution
• Escalating unresolved issues to the next level of support personnel
• Maintaining an in-depth knowledge of applications supported becoming the Subject Matter Expert from both the end user and troubleshooting side.
• Maintaining and updating technical documents and procedures and provide monthly reports to senior management team
• Delivering regular and customised training to clients
• Providing support for technical application configurations
• Assisting with systems integrations and perform quarterly quality assurance testing
• Gaining specialist knowledge of supported operating systems, devices, applications and software
• Maintaining confidentiality of all client data
• Participating as a member of the Tier 1 Help Desk support team
• Developing tools and procedures for proactive resolution of repeat incidents and requests.

Skills & Experience:

• Minimum of 2 years of direct work experience in supporting applications, application administration or other related area
• Bachelor’s degree in MIS, Computer Science or Business Administration (or similar training will be accepted)
• Strong verbal and written communication skills and strong interpersonal skills
• Self-motivated and resourceful with results-oriented skills and thinking
• Demonstrates ability to provide outstanding customer service, be a good listener, and work well with a diverse group of customers
• Demonstrates ability to be the subject matter expert in supporting, maintaining, and administering complex applications
• Excellent problem solving/analytical skills, knowledge of analytical tools, and complex troubleshooting methods
• Ability to work through ambiguous work situations
• Ability to work under pressure and meet deadlines
• Good organizational and planning skills
• Valid driver’s license and vehicle required

ID Fusion is proud to be a Manitoba Indigenous owned and operated company. Employment Equity is a factor in selection. Applicants are requested to indicate in their covering letter or resumé if they are from any of the following groups: Women, Indigenous Peoples, Visible Minorities and Persons with a Disability.

Job Type: Full-time