Job Responsibility:

Senior Support Analyst Full-Time Permanent, 40 hrs a week Monday-Friday

As a leading IT provider in Saskatchewan, Horizon is extremely proud to deliver IT solutions, managed services, and professional services to organizations across Western Canada. Founded in 1995, Horizon currently employs over 50 full time employees with headquarters in Saskatoon and locations in Regina, Calgary, and Winnipeg.

Horizon is currently seeking a talented & energetic Full-Time Permanent Senior Support Analyst to join our Saskatoon, SK business unit.

We are GROWING... How about you? We at Horizon feel that a company is only as good as its people. That is why we employ the best and brightest. Our unprecedented growth has created new opportunities for highly motivated individuals who can thrive and contribute in a fast paced, dynamic environment.

The Senior Support Analyst will work as escalation tech and support Horizon clients through onsite and remote servicing. They will also work as part of the Technical Team on projects and will service all Horizon Managed Services clients. The Senior Support Analyst will bring experience working on challenging tickets and being able to work through difficulties that arise along with a dedication to provide superior customer service.

Accountabilities

- Develop relationships with clients and assist them with their technical needs
- Ensure high quality customer service for our clients at all times
- Be available to answer Service Desk phone calls to start client tickets at T1/T2 levels and assist clients needing help
- Help projects team in projects delivery.
- Be available for after hours emergencies.
- Work alongside the Horizon Technical team problem solving client issues and engaging in technical solutions both from the Horizon main office and onsite as needed.
- Keep up on technology as it relates to our client needs and within your Tier group




- Keep accurate ticket notes and time entries as they relate to client issues and work on client environments.
- Maintain accountability for hours of utilization in line with Horizon standards.
- Be available to cover On Call rotation coverage shifts on a preset schedule.
- Must have a Driver's License and access to a vehicle for use with expenses paid for mileage on use

Skills:

- Solid troubleshooting experience on Windows, Mac and networking.
- 3-5 years experience of Windows Servers Operating systems, installation and troubleshooting.
- Experience in server and storage system hardware assembly/deployment and RAID systems.
- Experience in virtualization technology VMware and Hyper-V
- Strong experience in backup systems i.e. Veeam , Barracuda
- Experience in RMM and PSA systems.
- Experience in Firewalls, switches, and Wireless networking. Experience of Fortinet is an added advantage.
- Excellent written and verbal communication skills with the ability to convey technical information in a clear and understandable manner.
- Demonstrated proficiency in customer communication, ensuring clients are informed about the status of their reported issues and understand the resolution process.
- Exceptional problem-solving abilities with a systematic approach to issue resolution.
- Capacity to think critically and strategically, anticipating potential challenges and proactively addressing them.
- Strong documentation skills, including the ability to create and maintain detailed support documentation, knowledge base articles, and troubleshooting guides.




- A commitment to maintaining up-to-date and accurate documentation to facilitate knowledge sharing and improve overall support efficiency.
- Demonstrated commitment to delivering exceptional customer service and ensuring high levels of customer satisfaction.
- Ability to empathize with clients, understand their needs, and work towards timely and effective solutions.
- A proactive approach to continuous learning and staying abreast of industry trends, emerging technologies, and best practices.
- Willingness to pursue relevant certifications and training to enhance skills and knowledge.

Requirements

- 5 - 10 years of technical support experience
- Degree or diploma in computer sciences
- More than 5 years of customer service experience
- A willingness to work through difficult IT problems.

An additional requirement of this role is successfully completing a Criminal Record Check .

As we carefully review all applications, we want to let you know that we appreciate the time and effort you've invested in applying for a position with us. Our team is diligently working through each application to identify candidates whose skills and experience align closely with the requirements of the roles we're looking to fill.

Please understand that due to the high volume of applications we receive, only selected candidates will be contacted for the next steps in our hiring process. While we would love to reach out to each and every one of you, we want to ensure that we dedicate the time and attention needed to consider each application thoroughly.

For those of you who may not be selected this time around, please know that your application remains in our records, and we will certainly keep your qualifications in mind for future opportunities that arise.

Job Types: Full-time, Permanent

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application question(s):

- Do you have a strong interest in technology?

Education:

- Bachelor's Degree (preferred)

Work Location: In person

📌 Senior Support Analyst (Saskatoon)
🏢 Horizon Computer Solutions
📍 Saskatoon