Support Analyst

Company Summary

Founded in 1911, SNC-Lavalin is one of the leading engineering and construction groups in the world and a major player in the owner ship of infrastructure.  From offices in over 50 countries, SNC-Lavalin’s employees are proud to build what matters.  Our teams provide EPC and EPCM services to clients in a variety of industry sectors, including oil and gas, mining and metallurgy, infrastructure and power.  SNC-Lavalin can also combine these services with its financing and operations and maintenance capabilities to provide complete end-to-end project solutions.

Scope of the role

We are looking for a competent Support Analyst to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Support Analyst must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients.

The goal is to create value for clients with fast responses and problem solving. The ideal candidate will work with projects and corporate super users and other internal IT application teams.

Responsibilities

• Serve as the first point of contact for clients seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by clients
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs
• Follow-up and update client status and information
• Pass on any feedback or suggestions by clients to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Primary support for Agile applications and Automated processes implemented across Sectors and Business Units.
• Create and maintain Fast Formulas, Forms and Reports.
• Debug production issues and resolve them quickly with permanent fixes.
• Document all requests and ensure that the project management process methodology is adhered to including submission/updates to the client board as required
• Create and manage Support Service Requests as and when required

Job Experience:

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Bachelor’s in computer science, Engineering or equivalent
• Experience dealing with a complex IT Ecosystem
• Strong analytical, design and documentation skills
• Experience with AgilePoint NX/7 process automation is an asset
• Basic programming (C#), Configuration and hands on experience is an asset
• Speaking French language is an asset

Competencies (Must have)

• Proficiency in English
• Strong verbal and written communication skills, good listener
• Intermediate technical background (SQL, Excel, Visio)
• Understanding business processes
• Customer focus
• Analytical mind
• Solution oriented
• Working with IT outsourcing partners
• Capacity to function in a changing environment
• Act as a change agent

Diversity & Inclusion

ATKINS, part of the SNC Lavalin Group, is committed to having a diverse and inclusive workforce. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.