IT Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

EPASS Software, part of the Fullsteam organization, is a successful and profitable business unit located in the new Health and Technology District in Surrey City Centre, near the King George Skytrain station. EPASS creates and supports custom software for the Appliance, Electronics, and Furniture Retail Sales & Service industries. We have been in business since 1973 and have an established client base across North America. 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, BC office. We are careful to ensure all health safety protocols. 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

In this role, 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. You will be needed to work evenings on Tuesdays, and occasionally on other days as needed (including the rare weekend). 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.

Key Responsibilities

• 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
• Work with partner companies to set up or maintain points of integration
• Accommodate a flexible schedule for tasks that must be performed after business hours
• Work across all departments to address internal IT administration needs

Required Skills, Knowledge & Abilities

• Minimum of 4 years of industry experience providing IT support
• Excellent communication skills, both written and verbal. Must be able to explain technical topics in a non-technical way
• Ability to write customer-facing documentation
• Strong critical thinking, time management, and decision-making skills
• 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:

• SaaS solutions
• Relational databases (SQL, Oracle, Crystal Reports, etc.)
• Retail ERP solutions

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.