Responsibilities:Technical Support & Issue ResolutionTriage issues created in the ticketing system (Jira Service Management) and own issues until they are completedDiagnose, analyze, troubleshoot and resolve IT problems for client platformsProvide guidance to client personnel to empower users to help themselvesLead conversations and talk clients through configuration of the platformService ManagementWork as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environmentWork with SLAs and adhere to service timelines, responding to incidents based on severity levelsUnderstand when escalation is required and when a problem can be solved independentlyWork within defined processes while constantly looking for ways to improve proceduresCollaboration & CommunicationWork confidently with vendor platform support teams to resolve issuesProvide continuous feedback to clients via JIRA ticketsCommunicate effectively with senior client stakeholders to discuss complex ideasWork comfortably with multiple clients at the same timeDocumentation & Knowledge SharingUpdate Knowledge Bases with discovered solutions not previously documentedMaintain accurate records of issue resolution and troubleshooting stepsExecute deliverables from end to end according to a structured planRequirements:0-2 years of experience in technical support or IT service desk rolesFamiliar with e-commerce concepts and terminologyExperience of triaging issues created in a ticketing systemConfident in working with vendor platform support teams to resolve issuesBusiness savvy and IT literate with strong technical aptitudeComfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shiftProactive and inquisitive, self-led learner with a natural problem-solving mindsetGreat communicator, comfortable with written and spoken EnglishConsultative approach with good listening skills and insightful analysis when working with clientsAbility to exercise judgment within defined procedures and practices to determine appropriate actionStrong desire to resolve issues and maintain high standards of service excellenceNice to HaveExperience with Jira Service Management or similar ticketing toolsExperience with observability tools such as Grafana, Datadog or AzureKnowledge of contemporary SaaS e-commerce platforms such as BigCommerce or Commercetools#J-18808-Ljbffr

📌 Senior Systems Support Technician (Winnipeg)
🏢 BC Transit
📍 Winnipeg