Technology Support Analyst

The Opportunity

Company, Department: Nova Scotia Power, Corp. Tech. Service Delivery

Location: Halifax, NS

Closing Date: December 9th, 2024

We are looking for a dedicated and skilled individual to join our Modern Workplace team. Reporting to the Digital Services Support Lead, you are accountable for being on-site, supporting the digital technologies used by employees at our Halifax offices.

Key Elements Of This Role Include

• Build and maintain positive, trusted and collaborative relationships with internal customers, stakeholders, peers, and vendors.
• Collaborate with team members and service providers to escalate and resolve complex technical issues promptly.
• Provide onsite technical support and troubleshooting for iPhones, iPads, Windows devices, printers, phones, audio visual systems and various software/cloud applications and web services.
• Maintain detailed records of requests and incidents; take initiatives and provide stakeholders prompt follow-up actions to ensure an elevated level of service and continuous improvement.
• Provide rotational after hours on-call support including weekends and holidays and storm support as needed.
• Safeguarding personal safety and that of co-workers by observing and ensuring compliance with all Occupational Health and Safety Rules and Regulations.
• Occasional local and/or North American travel with the group of stakeholders for in-person tech support as required.
  
  

Qualifications

These skills will make you successful:

• Exceptional customer service and communication capacity, with the ability to explain technical concepts to non-technical users.
• Excellent interpersonal competencies with a strong sense of commitment, relationship building, adaptability and empathy
• Ability to work independently and as part of a team, with a proactive and positive attitude.
• Proven experience in a technical support role that involves a wide range of corporate devices and software. Familiarity with remote support tools and techniques.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• ITIL v3 or v4 foundation certification is an asset
  
  

To thrive in this role, you recognize yourself in the following competencies and skills:

• Completion of a post-secondary education technology program with at least three years of experience supporting a wide variety of technologies and services in a corporate environment.
• You possess excellent customer service and communication skills and have experience handling multiple priorities in a high-volume, fast paced environment.  Documentation, training, and presentation skills will be a benefit for this role. An understanding of IT Service Management (ITSM) methodologies and experience with ServiceNow is highly desirable.
• You can seamlessly adapt to change, quickly shifting your focus to meet the immediate needs of your customers, and effectively managing high-pressure situations.
• You have experience with audio visual technologies and are comfortable supporting in-person and hybrid events utilizing web conferencing technologies such as Microsoft Teams and Zoom and associated hardware (sound boards, cameras, mics and speakers)
• You will have developed expertise in Microsoft Windows (10+), Endpoint Manager (Intune), M365 apps (desktop and mobile) including Outlook, Teams, OneDrive, and MS Authenticator.
• You must hold a valid Nova Scotia Driver's License with a minimum of 2 years of driving experience and provide a driver's abstract satisfactory to NSPI.
• You must be flexible and be available to work irregular hours to provide support to your clients.
• Commitment to continuous learning and professional development.
  
  

Learn more about our culture and values

At the Emera Group of Companies, you’ll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers.

If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by December 9, 2024 and let us know why this role is right for you.

The perks of joining our team? We offer:

• Flexibility: Hybrid work model.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching, volunteer programs, various committees and employee resource groups, and scholarships for children of employees.
• Competitive Compensation: Short-term incentive plans and a Defined Contribution Pension Plan.
  
  

Diversity, Equity & Inclusion at Emera

As one of Atlantic Canada’s largest publicly traded companies, we are ranked one of Canada’s Top 100 Employers, Top Employers for Young People and Top Diversity Employers. We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.

Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.

Recruitment & Promotion Policy

The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values. The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values.