Software Service Desk Specialist

Who We Are

Be a part of a growing business and make your mark within a mission-critical team that provides clients with excellent ERP software support services. InterSect Business Systems Inc. is a leader in the Food Distribution and Processing Software industry in Canada. With over 24 years of experience, our fully integrated distrib-u-tec ERP software, enables client success by providing solutions that meet evolving needs.

distrib-u-tec software is deployed on TS workstations, handheld RF scanner computers, POS equipment, tablets, and laptops.  Some environments have integrated weigh scales. Barcodes and labeling practices are part of our fully traceable warehouse management systems.

 

Position Summary

We are seeking a driven and client-focused software service desk specialist to provide support to distrib-u-tec software users in a courteous, efficient, and effective manner. You are one of the company’s front-line staff and will solve ERP software issues, educate clients, and provide support for all in-scope technical support service work. This position supports the development of standards and documentation that contribute to the ongoing enhancements of the client services software support team.

 

Responsibilities
  •        Respond to and resolve user support requests via email, phone, and remotely.

  •        Work with JIRA Service desk ticket software.

  •        Track, route and redirect problems to the correct resources.

  •        Walk clients through problem-solving processes and self-help steps.

  •        Follow up with customers, provide feedback and see problems through to resolution.

  •        Perform scheduled software updates and deploy new software installations.

  •        Perform in-house daily back-ups and in-house server maintenance.

  •        Proactively gain knowledge about our software products to better equip yourself.

  •        Recommended internal procedural and software modifications or improvements.

  •        Research solutions to new problems and better solutions for existing problems.

  •        Create and maintain documentation of various systems and software programs.

  •        Communicate what our software support services include and do not include and redirect clients to their IT department as             appropriate.

  •        Provide after-hours/weekend on-call software support services on a rotational basis.

 

Education, Experience, and Skills
  •        Certificate, diploma or degree in information technology, computer science.

  •        1-5 years’ Experience in a technical support role or cross-over skills.

  •        Working knowledge of Microsoft operating environments.

  •        Working knowledge of hardware integration.

  •        Understanding of data management models.

  •        Working experience in providing software service desk support.

  •        Ability to handle and prioritize multiple tasks and meet all deadlines.

  •        Strong communication/organizational skills, and the ability to work under pressure.

  •        Willingness to learn and grow into more senior roles within the organization.

 

What We Offer
  •        A friendly workplace with a company that is on the move.

  •        Fully covered group benefits plan including extended medical and dental.

  •        Vacation and personal time.

  •        Flex/banked time allowances.

 

Preference is given to candidates with ERP and/or bookkeeping/accounting experience.

Please submit your resume to sales@distrib-u-tec.com

 1921 Kent Road, Kelowna, B.C. V1Y 7S6

© InterSect Business Systems, Inc.