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    IT Support Specialist - London, United Kingdom - Fullsteam Holdings LLC

    Fullsteam Holdings LLC
    Fullsteam Holdings LLC London, United Kingdom

    2 weeks ago

    Default job background
    Full time
    Description

    R&D Business Systems / EPASS Software is a successful and profitable small software company located in the new Health and Technology District in Surrey City Centre, near the King George Skytrain station.

    We create and support custom software for the Appliance, Electronics, and Furniture Retail Sales & Service industries.

    Our solutions have evolved with technology - from the original DOS system to a Windows client-server system that is widely used today – we are growing our team and have begun development of our future cloud-based solutions.

    The EPASS enterprise system covers all aspects of the industry - including POS, inventory control, dispatching, mapping, barcoding, mobile solutions, e-commerce, and fully integrated accounting.

    A career with EPASS will be fast-paced and rewarding, with opportunities for career advancement and continuing education.
    Please note that we are seeking a local applicant in the Lower Mainland.

    We operate with a hybrid work from home / work from office model, and you will be scheduled to work at least 2 days per week in our Surrey office.

    We are careful to ensure all health safety protocols and our office space is brand new with lots of room for growth, an upscale office lounge for our employees, and access to building amenities like the gym, yoga room, change rooms with showers, and more.


    Position :
    IT Support Specialist
    This role is open to join our Client Support, Services, & Success team. You will be providing detailed and timely assistance to customers with IT-related inquiries.

    This may include system performance issues, database configuration & replication, RDS/Remote App issues, setting up printers, and client application installations.

    You will also be responsible for setting up database and application/web servers for new clients, deploying server applications to existing customers, migrating to new servers, and performing database updates via a weekly recurring evening maintenance window.

    Database updates must be deployed after our customer's business hours. Our weekly maintenance window currently falls every Tuesday evening and typically runs until approximately 9pm PT. Shift start times can be flexible on other days of the week.

    As you will be handling all IT-related support responsibilities, the position requires an advanced understanding of Windows technologies and common applications like MS Office.

    SQL or relational database experience is an asset. The ideal candidate will have 3+ years of providing IT support to end-users. This is a customer-facing role so exceptional communication, service, and troubleshooting skills are a must.
    In addition to working directly with customers, you will also be responsible for our internal IT projects.

    This may include managing data backups and restores, data replication, set up and management of virtual servers, setting up workstations for new employees, and any other day-to-day IT tasks.

    Respond to inbound support cases via email and telephone following a structured support protocol
    Manage your queue of open support tickets to ensure that your notes are up-to-date and SLAs are being met
    Take ownership of escalated support cases and work with team members or other departments to drive towards resolution
    Apply strong writing skills to communicate with customers and build content for our knowledge base
    Participate in technical configuration and onboarding of new customers
    Deploy software updates to customer sites during scheduled maintenance windows
    Accommodate a flexible schedule for tasks that must be performed after business hours
    Work across all departments to address internal IT administration needs
    Minimum of 4 years of industry experience providing IT support
    A strong understanding of TCP/IP networking and troubleshooting skills for MS Windows
    Ability to document your work and keep your support tickets updated in real time
    Ability to multi-task and prioritize in stressful and high-impact situations while maintaining attention to detail and quality standards
    A+ & Microsoft Fundamentals certifications or equivalent experience
    Experience with the following is an asset:
    75k-80k CAD annually
    Flexible PTO policy
    Extended healthcare/dental/vision coverage
    Disability & life insurance
    Option to work from home part-time
    Recruitment Fraud Alert

    If you are asked for money transfers or payments to secure a job, you should assume that such individuals and organizations are not providing genuine offers or services.

    Leading the Evolution of Software and Payments

    Fullsteam integrates modern and scalable payments technology with vertical software to create industry-specific features and end-to-end business management systems.

    Fullsteam is a rapidly growing, dynamic, and exciting private equity-backed software and payments company headquartered in Auburn, AL. The company was formed in 2018 by a core group of talented payments and software experts.

    Fullsteam is quickly expanding its operations through the acquisition of strategic portfolio companies that could benefit from our cutting-edge software and payments platform.

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