Technical Support Analyst

Pason is the leading global provider of specialized data management systems for land-based and offshore rigs worldwide. Our rental solutions, which include data acquisition, well-site reporting, remote communications, and web-based information management, enable collaboration between the rig and the office.

Pason’s energized and focused work environment empowers each team member to push the envelope of traditional thinking to create new solutions to old problems. We place considerable focus on a culture that nurtures imagination in an atmosphere where people are free to perform to their fullest potential in an open and friendly environment.

The Team

The technical solutions team is the first point of contact our customers will call upon when something goes wrong with our products. The team provides technical, software and hardware support in a 24/7 service desk environment by troubleshooting and resolving issues during deployment and ongoing use of Pason's products and services.

The Role

We are looking for a Technical Support Analyst to provide technical, software and hardware support in a 24/7 service desk environment. The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist our clients in troubleshooting and resolving issues during deployment and ongoing use of Pason’s products & services. The role requires an individual who is committed to working through complex problems with a high-level accuracy and with a focus on providing exceptional customer service. This position will support over 200+ Pason field technicians and diverse client base.

Responsibilities:

• Respond to customer inquiries via telephone or email to provide problem resolutions in accordance with our service standards
• Log all issue-based interactions with clients and field technicians
• Identify and escalate situations requiring a field technician when necessary
• Troubleshoot and resolve complex software, hardware and technical issues for clients
• Collaborate with development staff to recreate problems in a test environment
• Remote troubleshooting using a variety of different software tools
• Track issues to resolution and update Pason’s Knowledge Base
• Stay current with Pason’s products and software changes and updates
• Set proper priority for issues to ensure timely resolution
• Actively contribute to on-going process improvements
• Available for a 4 day on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and stat holiday shifts
• Individual transportation is required

Qualifications:

• Experience providing technical support to remote clients
• Excellent verbal and written communications skills
• Ability to manage multiple concurrent projects/tasks
• Ability to identify, isolate and communicate problems from and to all levels of users
• Dedicated commitment to customer success
• Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Willing to work in a 24 X 7 environment and rotate through day, evening, night and stat holiday shifts.
• Fluent oral and written English communication skills
• Spanish would be an asset
• Located in Calgary, AB

Experience

• Call Center experience is an asset
• 2 years or more of technical support experience with CentOS, Windows 10, and Cisco networking would be an asset
• Experience with oilfield drilling and terminology would be an asset

Education

• Certificate or better in Information Technology or related field

Hybrid Work Environment

• This position allows the opportunity for an employee to work in a hybrid environment. During the day shifts the analysts will work from the office, however there are 2 night shifts that allow for analysts to work from home.

Perks and Benefits

• Competitive compensation packages
• Extended health benefits
• Work life balance
• Health & wellness support
• Opportunities to give back
• Great vacation time
• Employee & family events

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, verification of educational background, a drug and alcohol test (for safety sensitive positions) and criminal background checks.