IT Support Specialist

About REDspace

At REDspace (REDspace.com), we're a team of passionate innovators dedicated to building cutting-edge software solutions. We empower businesses across various industries to achieve their goals with our expertise in video delivery & streaming, learning platforms, custom web development, and more. We've built a reputation for excellence, earning the trust of global leaders like Apple, Paramount, IBM, Sony Pictures Television, and more.

About the Role

As an IT Support Specialist for REDspace you will provide technical support for client based applications and internal workstation equipment. You will be responsible for providing technical assistance and support to both internal users and clients of computer systems, hardware, and software.

Primary Responsibilities:

• Support end users in day-to-day IT tasks, including troubleshooting of workstations, printers, test devices and other office IT equipment or services.
• Acting as a liaison between end users and administrators as needed to provide an additional level of support;
• Monitoring support inboxes, tickets, and Slack support channels.
• Provide training and support to end-users on how to use computer systems, software, and hardware. Answer questions, provide guidance, and troubleshoot issues as needed.
• Assist in the registration and management of the hardware and software inventory.
• Action emails and request and/or pass on to appropriate developer teams.
• Manage the lease return process and roll out of new assets.
• Communicate support issues to developers and contribute to client application problem solving
• Provide exceptional customer service to customers and internal groups.
• Participate in problem resolution in a multiplatform environment, propose changes that will prevent further occurrences.
• Perform routine maintenance tasks, such as updating software and performing system backups. Make recommendations for upgrades to hardware and software to improve system performance.
• Attend regular Application Support meetings to keep abreast of upcoming projects and ongoing support flows.
• Take ownership of problems and management assigned tasks completing them in a timely fashion.
• Develop, maintain process documentation on support processes and procedures.
• Multitask handling support tasks and hitting multiple project targets while working in a dynamic environment.
• Other duties as required.

Key Responsibilities

• Support end users in day-to-day IT tasks, including troubleshooting of workstations, printers, test devices and other office IT equipment or services.
• Acting as a liaison between end users and administrators as needed to provide an additional level of support;
• Monitoring support inboxes, tickets, and Slack support channels.
• Provide training and support to end-users on how to use computer systems, software, and hardware. Answer questions, provide guidance, and troubleshoot issues as needed.
• Assist in the registration and management of the hardware and software inventory.
• Action emails and request and/or pass on to appropriate developer teams.
• Manage the lease return process and roll out of new assets.
• Communicate support issues to developers and contribute to client application problem solving
• Provide exceptional customer service to customers and internal groups.
• Participate in problem resolution in a multiplatform environment, propose changes that will prevent further occurrences.
• Perform routine maintenance tasks, such as updating software and performing system backups. Make recommendations for upgrades to hardware and software to improve system performance.
• Attend regular Application Support meetings to keep abreast of upcoming projects and ongoing support flows.
• Take ownership of problems and management assigned tasks completing them in a timely fashion.
• Develop, maintain process documentation on support processes and procedures.
• Multitask handling support tasks and hitting multiple project targets while working in a dynamic environment.
• Other duties as required.

Qualifications

• Minimum of three years’ experience working with supporting end users.
• Relevant experience in helpdesk or enterprise application technical support.
• Relevant secondary education in Information Technology or another related field.
• Knowledge of networking principles and VPN.
• Proficient with MacOS and Windows Operating Systems.
• Valid driver’s license and access to a reliable vehicle.
• Proactive in seeking out tasks, communication, and updating status.
• Willing to ask for assistance when roadblocks impede progress.
• Able to explain tech problems in plain English.
• Detail-oriented and proficient organizer.
• Strong oral and written communication skills.
• Able to define requirements and take on tasks with minimal supervision and juggle multiple deadlines.
• Confident handling/coordinating multiple tasks with changing priority levels.
• Naturally analytic, a good team player, strong work ethic.
• Strong troubleshooting and problem solving skills

This is an opportunity to join a dynamic team and make a real impact on a new phase of our company. If you're a creative and analytical thinker with a passion for driving growth, we encourage you to apply!

Working at REDspace.

One of the big plus sides of working at REDspace is we look out for you.

Your well-being. We offer:

• Fully company-funded health, vision, dental, EFAP, and life insurance coverage with access to virtual doctor visits via Maple
• Pension plan contribution matching
• A flexible Health Spending Account and/or Lifestyle Spending Account

Your career. We’re invested in your growth. We offer:

• A competitive compensation package, commensurate with experience
• Weekly sharing sessions for projects and technology
• Free access to a wide variety of training material including access to Udemy Business
• Team-oriented education strategy, which includes a professional development allowance
• Consistent, frequent check-ins with leadership

Your happiness. You’ll enjoy coming to work every day. We offer:

• A hybrid work environment requiring in-office presence three days a week, with remote work options for the remaining days.
• A large, beautiful office with free parking, an on-site gym/sauna, and complimentary coffee and snacks
• Fully remote positions are available for candidates outside the HRM area (50km), where applicable.
• Social and team building events 
• Charitable donation matching

Our commitment to diversity.

At REDspace, we believe that diverse backgrounds, talents, skills, experiences, and perspectives strengthen our business and enrich the communities in which we work and live. We are dedicated to fostering an inclusive environment where knowledge sharing and collaboration thrive, empowering our employees to achieve their best.

We are committed to growing and nurturing a workplace that values and respects every individual. Our hiring practices are based solely on merit and skill, ensuring that all employment-related and hiring decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national or indigenous origin, disability, age, citizenship, marital status, or Veteran status.

Join us in our mission to create a dynamic and inclusive community where everyone can contribute and succeed.

Need accommodations?

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage of the application or interview process, please let us know, and we will work with you to meet your needs.

Where to find us.

168-1595 Bedford Hwy

Bedford NS, Canada B4A 3Y4

This position is a hybrid position based out of our Bedford office.

We appreciate your interest in REDspace!