• Solutions Support Analyst

    Posted Date 3 weeks ago(4/4/2019 5:32 PM)
    Job ID
    Job City
    Fort McMurray, AB
  • Overview

    North American Construction Group (NACG) has served as an industry leader in the heavy construction and mining industries for over 65 years.  In that time, we’ve proven ourselves as a safe and reliable contractor who can complete projects of any size and scope. We’ve also taken a number of bold steps forward to broaden our footprint, expanding to mines outside our provincial borders, and providing third-party maintenance services to clients and customers. 

    In addition to providing employees with rewarding careers, North American has a whole lot more to offer:

    • Significant Growth –As a company, NACG is rapidly expanding, and has practically doubled in size over the past year alone.
    • Long Term Contracts – With over $1 billion dollars in contracted work booked through 2023, NACG can provide long term employment solutions and numerous opportunities for advancement.
    • Commitment To Safety – With a top tier record for safety performance, NACG is dedicated to ensuring that everyone gets home safe, and constantly strives for a goal zero performance.
    • Competitive Compensation – NACG provides competitive compensation packages for all employees.
    • Attractive Benefits Package – With a substantial benefits package provided to all employees, NACG ensures that you are covered for life’s many surprises.
    • GRRSP Matching – As you begin your new career, you can also start planning for the future thanks to NACG’s GRRSP matching.

    North American Construction Group is an equal opportunity employer, and encourages applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected.


    Become a member of the North American family today!

    Position Scope

    This position is responsible for triage, troubleshooting and problem solving of numerous technologies and various platforms utilized at NACG, e.g. Desktop and Laptop operating systems, triage of network and Wi-Fi applications, laptops and PC peripherals (printers, MFPs, etc.) through problem analysis and solutions while ensuring consistent and reliable operations of the NACG Service Desk for all sites within the Fort McMurray area.


    NACG Customer Ticket Resolution

    • Contact customers to inform them of the results of the analyst investigations and gather their feedback, i.e. high touch customer call-backs
    • Provide support to Solutions Support Analyst I with day-to-day, i.e. on escalations, technical troubleshooting and workflow support


    NACG Customer Ticket Handling

    • Answer and manage incoming requests from internal customers via phone or electronic systems.
    • Diagnose problem in discussion with user and forward to the appropriate level of support


    NACG Ticket Coordination Responsibilities

    • Provide weekly reporting and support to the IT Manager on day-to-day operations
    • Administer clear and concise case documentation in knowledge share database.
    • Publish support articles to inform agents and customers of suspected issues
    • Lead the day-to-day operations of the NACG Service Desk
    • Lead process work flow improvements


    NACG Tier II Ticket Resolution 

    • Deliver the resolution to customer issue


    • Three years’ experience at an IT Service Desk or in Customer Service
    • Three years’ experience in an IT service delivery coordinator role or equivalent technical support experience
    • Post-secondary education an asset.
    • Formal IT Certification and Progression
    • Exceptional customer service skills, with a demonstrated ability to establish and maintain professional customer, staff and service provider relations
    • Excellent verbal and written communication skills and effective listening skills
    • Ability to inspire confidence while leading customers through the steps to resolve issues via phone and email
    • Self – starter with initiative.
    • Strong computer troubleshooting skills and ability to learn company systems, techniques and processes quickly in training environment and the ability to transfer learning to work environment
    • Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis, e.g. ability to manage multiple tasks, and switch priorities and focus
    • Knowledge of Business or Service Management an asset (ITIL 3.0 Foundations)
    • Excellent verbal and written communication skills, including ability to communicate processes and identify needs
    • A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals
    • Strong organizational, planning and time management skills. Ability to manage multiple tasks/priorities
    • Ability to work independently
    • Knowledge of and capability to improve the utilization of IT ticket and asset management tools
    • Process analysis, development and implementation
    • Strong analytical skills and ability to determine from a complex set of variables how to resolve issues.
    • Experience of Microsoft Windows and Office systems.
    • Windows 7/10 operations understanding are required for this position. High moral and ethical standards
    • Ability to fit within the vision of NACG IT Workplace Services and Service Desk functions and the flexibility to work within support of Customer Delivery


    All successful candidates must:

    1. Be proficient in English, both verbally and written
    2. Have experience as requested in the job description above
    3. Undergo and successfully pass the following pre-employment testing:
      • Breath Alcohol Test
      • Urine Drug Test
      • Fitness-to-Work Health Assessment (position dependent)
      • Audiometric Testing (position dependent)
      • Vision Screening (position dependent)

    All successful candidates MUST provide the following items prior to confirmation of their start date:

    1. Copy of Valid Class 5 Driver’s License (position dependent)
    2. Copy of recent Driver’s Abstract (position dependent)
    3. VOID cheque/direct deposit form

    The Rewards of our positions include:  competitive compensation and benefits packages and excellent career growth prospects.


    To explore this opportunity, please submit a resume of your experience and accomplishments in confidence.


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