About the Company
TELUS is a dynamic and leading telecommunications and technology company in Canada, committed to providing world-class communication services and driving innovation. With a strong focus on customer service, community involvement, and technological advancement, TELUS connects millions of Canadians and businesses through its extensive network and digital solutions. Our team is dedicated to creating a better future by leveraging technology for good.
Job Description
We are seeking a dedicated Application Support Analyst with a strong focus on Concentrix software to join our dynamic IT team in Yaletown, Vancouver. In this hybrid role, you will be the first line of support for our internal users, ensuring the smooth operation and optimal performance of critical Concentrix-based applications. You will troubleshoot complex issues, provide timely resolutions, and contribute to the overall efficiency of our software ecosystem. This position requires a proactive problem-solver with excellent communication skills and a solid understanding of application support principles.
Key Responsibilities
- Provide first and second-line technical support for Concentrix-based software applications, ensuring minimal downtime and optimal performance.
- Diagnose, troubleshoot, and resolve software issues, escalating complex problems to senior analysts or development teams when necessary.
- Document all support interactions, resolutions, and recurring issues in the ticketing system.
- Collaborate with end-users to understand their needs, provide guidance, and deliver effective training on application functionalities.
- Perform routine system monitoring, maintenance, and health checks to prevent potential issues.
- Assist in the testing and deployment of new software releases, patches, and updates.
- Contribute to the creation and maintenance of knowledge base articles and user guides.
- Participate in on-call rotation as required to ensure 24/7 application availability.
Required Skills
- Proven experience in application support, specifically with Concentrix software or similar enterprise solutions.
- Strong understanding of ITIL principles and service desk best practices.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira).
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Ability to work independently and as part of a collaborative team.
- Experience with SQL queries for data analysis and troubleshooting.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification.
- Experience with cloud platforms (e.g., AWS, Azure) and their integration with enterprise applications.
- Previous experience in the telecommunications industry.
- Familiarity with scripting languages (e.g., Python, PowerShell) for automation.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible work arrangements (hybrid model).
- Opportunities for professional development and career advancement.
- Employee wellness programs and discounts on TELUS services.
- Vibrant and collaborative work environment in Yaletown, Vancouver.
- Matching retirement savings plan.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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