Legend Recreation Software, Inc. is a leading provider of recreation management software in Canada and the UK.We offer a fantastic package, career progression and an opportunity to travel Canada and the UK.

JOB PURPOSE SUMMARY:
1st & 2nd Line Support Engineers are responsible for providing first line support to all customers end-users and systems, as appropriate, based on each associated customer SLA. Support is provided for Legend’s full range of products and services on a customer-by-customer basis depending on a customer’s take up of same. Staff are to deliver the service to meet Legend’s SLA and provide a superior level of service in accordance with the ITIL framework Legend has adopted.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:
a. Support, maintain and improve customer service.
b. Provide support for Legend customers via telephone and support ticket submission systems following outlined processes.
i. Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
ii. Escalate calls to other 2nd/3rd line support/external maintenance companies.
c. Following training, demonstrate clear skills with Legend employed technologies and ensure personal development of product knowledge
d. Thoroughly investigate issues to provide in-depth reports and resolutions (2nd Line)
e. Identify trends in support queries to identify underlying problems (2nd Line)

SKILLS & ATTRIBUTES REQUIRED:
Candidates must demonstrate good skills in the following areas:

1. Essential
a. Microsoft Windows and Office
b. Excellent verbal and written communication skills and telephone manner
c. Strong customer service ethic
d. Personal time management skills
e. Ability to follow procedure and mindful of attention to detail
f. Able to make progression with minimal supervision
g. Ability to work consistently in a dynamic and sometimes high pressure environment
h. Experience of working in a service desk environment
i. SQL server experience (2nd Line)
j. Visual Basic (2nd Line)
i. Active directory (2nd Line)

2. Desirable
a. Active directory
b. Good PC/Peripheral hardware skills
c. Citrix
d. Experience working in the leisure industry
e. Experience in working with Legend software is highly desirable.

CONDITIONS:
This role is service desk based. The hours are a variable shift pattern covering the hours of 6am to 10pm on weekdays and 8am to 8pm on weekends

TO APPLY:
Apply to: jobrien@legendware.ca