Technical Support Analyst
Subsidiary: Colas Canada Inc.
Colas IS Support is the information technology arm of the North America business for Colas and is based in Denver, Colorado. Colas ISS strives to make Colas an industry leader through developing custom mobile applications and business intelligence tools, supporting core applications, maintaining our infrastructure, and much more. Through a partnership with the Colas Companies in the USA & Canada Colas IS Support helps empower our employees for success while also providing direct contact with users and other innovators across the organization. To learn more about Colas IS Support visit www.colasiss.com/.
Throughout our local Colas companies, we provide competitive pay, outstanding benefits, career advancement opportunities, professional education, and extensive training for every employee. We pride ourselves on upholding the highest standards of safety, environmental conservation, and ethical conduct as we strive to grow our infrastructure products and services through empowering and developing our people, fostering innovation, utilizing new technology, and maximizing vertical integration at all levels of the company's value chain.
Colas IS Support and the Colas companies in North America are part of the Colas Group, the worldwide leader in transportation infrastructure construction and maintenance. For information on our international network visit www.colas.com.
Job Summary
Position Type: Permanent, Full Time
Location: 704024 Rockley Rd, New Liskeard, ON P0J 1N0
Reports to: Miller Support Manager
Travel territory: Canada
Mission
As a Technical Support Analyst, you will be part of a distributed team of diversely skilled individuals who pride themselves in their breadth of knowledge, troubleshooting skills and positive attitudes. You'll be the face of Colas IS Support in your territory, interacting directly with our internal customers on a daily basis and providing exceptional, on-site customer service for a variety of technical issues. The Regional Support Team often works irregular hours to effectively support all of Colas' operations. The Technical Support Analyst works with his manager and the business to ensure that coverage meets the needs of everyone, so schedule flexibility is required.
Main Responsibilities
- Assist our customers in maximizing their use of our information technology
- Provide technical support and administration for our business critical systems, including:
- Microsoft Windows 10, 11 and Server with Active Directory
- Workstations, servers, local and wide area networks, printers and the associated technology at our manufacturing plants
- Systems such as Teams telephony
- Tools such as Adobe Acrobat, Edge Chromium and Pulse Secure
- Microsoft Office Suite and Microsoft Office 365
- Prioritize incoming requests from throughout the region made by phone, e-mail and in-person
- Travel to our locations within your territory to resolve critical issues on a moment's notice
- Be the on-site relay for all ISS services (applications, infrastructure, support): analyze needs, identify problems, coordinate resources and share solutions
- Lead projects within your territory and provide expertise to the business in whatever capacity required, such as a technology refresh or data analysis
- Assist with support of our business applications (JWS Apex, COMMANDseries, OnBase, HeavyBid, HeavyJob…) as much as your ever-growing skill level allows
- Empathize and communicate with customers to ensure satisfaction
- Multitask effectively to ensure no customer is forgotten and no project undone
- Analyze trends to improve both the support process and user training
Skills/Qualifications
- Customer Service Experience
- Strong written and verbal communication
- Ability to work autonomously
- Acts responsibly and holds themselves accountable for their performance
- Takes the initiative to fill whatever need they see
- Make decisions quickly
- Treats everyone with respect and is a model of integrity
- Is a quick learner and problem solver
- Ability to lift 50 pounds
- 50% travel within your coverage territory, infrequent travel elsewhere (perhaps between the United States and Canada)
DIVERSITY IS IMPORTANT TO US
At Colas, we believe our workforce should reflect the diversity of the communities we connect. By living our core values of Caring, Sharing, and Daring, we welcome all those who help create the links that bring us together. We are committed to equal employment opportunity regardless of age, ethnicity, national origin, religious beliefs, disability, marital or family status, gender, gender identity or expression.