Application Support Specialist

Role: Application Support Specialist

Type: Full-Time, Permanent

Location: Onsite, Woodbridge HQ

Application Support Specialist

REV Capital is looking for an Application Support Specialist to join our growing team! The Application Support Specialist will offer software and hardware tech support to the REV Capital team. The Application Support Specialist will work closely with cross-functional teams to determine root causes of production issues and reassign tickets to appropriate queues.

About REV Capital:

REV Capital is the leading provider of full-service factoring services in Canada and the United States, with eight offices across North America! We support thousands of businesses with invoice management, credit underwriting, and collection services. By offering dedicated support and transparent access to the factoring process, we help our clients grow their operations, maintain their competitive edge, and become leaders in their industries.

When you join REV Capital, you are joining a growing team of over 100 professionals assisting clients with the success of their business each day! With a passion for helping others, a focus on diversity and inclusivity, and a flexible environment to grow both professionally and personally, there is no limit to where you can take your career. Ready to take the next step?

About You:

You have a passion for technology and are always up to date on the latest tech trends. You have a knack for troubleshooting and resolving complex technical issues. You have the ability to maintain a high level of confidentiality and exercise discretion when needed. You consistently demonstrate a remarkable commitment to precision and exhibit a keen acumen for meticulous attention to detail. You are eager to learn and grow into the best version of yourself!

Responsibilities:

Provide first-level technical support to internal users via deskside visit, phone, email, chat, or remote-control tools.

Provide operational support during the Company’s core business hours (Monday to Friday 9:00AM-5:00PM EST).

Install, configure, and maintain software applications, operating systems, client workstations, audio/video equipment, and mobile devices.

Support teams with Physical infrastructure (Printers, desktops, laptops, etc.)

Coordinate with the Human Resources department to set up laptop/computer terminals, accessories, workstations, key fobs, and appropriate program access for new hires.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Maintain an inventory of all equipment, software, and software licenses using inventory tracking software.

Acknowledge and respond back to incident tickets based on REV Capital’s technology service level agreement (SLA).

Recreation of production issue for troubleshooting and problem determination.

Perform necessary technical steps in collaboration with stakeholder teams to figure out root cause of production issue.

Engage other support teams and/or technical development teams to resolve production issue.

Identify and escalate complex issues to the appropriate team or level of support.

Act as the point of contact for support communications; keeping stakeholders up to date on accurate and up-to-date information by way of email, call bridge, Slack, MS Teams or other communication methods.

Reassign tickets to appropriate teams/queues.

Ensure all required access to perform expected in-scope operational support has been acquired. This includes ensuring all regular access renewal requests are successfully completed before expiry.

Define and deliver documentation on operational processes for applications within the scope of REV’s platforms.

Evaluate documented resolutions and analyze trends for ways to solve or prevent future problems.

Participate in the development and maintenance of IT service desk policies, procedures, and knowledge base articles.

Problem management: lead initiatives to perform deep analysis into problem recurring or complex problems.

Drive and lead remediation of complex problems to achieve stability and lasting resiliency.

Enhancement of steady state operations, real-time monitoring, alerting & operational visibility, and support processes with direction from management team

Ad hoc requests and projects as needed.

Qualifications:

Minimum of 3 years’ experience in a technical support role, utilizing support tools and ticketing systems

Must have experience with Microsoft and Azure platforms Networking

3 + years experience with Windows 10 OS (or later), Mac OS Big Sur (or later) and Linux

3+ years application support experience with Microsoft 365, Defender 365, Endpoint, Barracuda, Exchange Online, Azure Active Directory, On Prem Active Directory, and Zoom

Experience with Service Desk ticket system and remote-control tools

Knowledge of IT infrastructure, including scanners, MFP printers, Wi-Fi, VoIP Phones, VPN, Cabling, Audio Video equipment, laptops, Macs, and smart mobile devices

Basic networking skills, including DHCP, DNS, IP, and Firewalls

Working knowledge of a range of diagnostic utilities, including ping, telnet, and NS lookup

Cyber security general knowledge

Experience with Virtual desktop solutions

Experience supporting internal and external teams with physical infrastructure (e.g. printers, desktops, laptops, etc.)

Understanding of networking concepts and protocols

Experience with troubleshooting software and hardware issues

Demonstrated ability to diagnose and resolve software issues efficiently

Experience in documenting support processes & procedures

Ability to present complex technical information in user-friendly language

Proven analytical and problem-solving activities

Knowledge of ITTL or other IT service management frameworks is a plus

What We Offer:

Employer matching RRSP – DPSP program

Competitive compensation plan

Flexible work schedule

Growth and development opportunities

Team outings and social events

Excellent extended medical, dental, and vision benefits plan that is 100% employer paid

Let your journey at REV Capital begin!