Technical Support Analyst (IT)

TL;DR

Technical Support Analyst (IT): Providing first-tier technical support for geoscience software users with an accent on connectivity, licensing, and system configuration. Focus on analyzing support tickets, implementing Knowledge-Centred Support (KCS) principles, and developing customer self-help resources.

Location: Hybrid in Toronto, Canada (3 days in office, 2 days working from home)

Company

hirify.global provides world-leading technology for Earth sciences, helping organizations understand the underground to make better decisions.

What you will do

• Act as the first point of contact for global entry-tier support requests via email, phone, and remote sessions.
• Analyze, prioritize, and triage support tickets, escalating complex issues to specialized teams.
• Provide technical support for licensing, user administration, installation, and network connectivity.
• Apply KCS principles to create and maintain structured knowledge base content for customers and internal teams.
• Develop self-help resources, including quick start guides and learning paths, to assist customer onboarding.
• Collaborate with sales and development teams to improve service levels and cross-functional processes.

Requirements

• Post-secondary degree or diploma in Computer Science, IT, or a related discipline.
• Minimum 2 years of experience in a technical, database, or application support role.
• Intermediate knowledge of Windows operating systems (both server and client).
• Strong understanding of internet networking, proxy, and firewall configurations.
• Excellent written and verbal communication skills in English.
• Strong analytical, troubleshooting, and problem-solving skills.

Nice to have

• Familiarity with earth science applications such as Leapfrog or Oasis Montaj.
• Additional language skills.

Culture & Benefits

• Hybrid work schedule with a balance of office presence and remote work.
• Competitive salary and an employee share purchase plan.
• Commitment to equity, diversity, and inclusion with accessibility support.
• Continuous learning and career growth opportunities.
• Culture of collaboration with regular office team events and wellbeing programs.
• A paid day per year dedicated to volunteering.