Company Description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) with customers worldwide. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.
Acumatica is different by design and purposely built to help small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs—featuring intelligent workflows and market-leading usability that enable companies to manage risk, anticipate disruption, and seize new opportunities.  Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future.
We recognize that no business succeeds alone, and that’s why Acumatica is more than a product—it’s a thriving community of partners, customers, and creators committed to delivering technology that enables tomorrow’s leading companies to innovate, collaborate, and grow on their terms.  We’re a community working to continuously seek out better ways to work and to build the future of business, together.
Acumatica is owned by EQT Partners, one of the world’s leading investment companies.
Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.
To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

Job Description

Acumatica is hiring an IT Support Analyst for our team in Montreal, Canada. As an IT Support Analyst at Acumatica, you will have the opportunity to work directly with IT end users, infrastructure systems, productivity tools, and enterprise systems administration.

The ideal candidate will have a strong background in Windows/MacOS, endpoint management, new hire setup automation, identity/access management, networking, mobile device management (MDM), Jira Service Desk and experience supporting SaaS business applications. They will collaborate closely with other technical teams to solve problems and provide excellent services. Their primary objective is to enable safe and secure end user productivity.

Responsibilities:

Configure laptops, desktops and mobile devices with corporate standard configurations.Provision services and help users solve problems to enable their job productivity.Provision access to systems within policy and as appropriate for the role of the user.Monitor and respond to alerts which detect service issues or misconfigured assets.Track and manage the lifecycle of IT assets (Software and Hardware).Help users perform basic functions with corporate business applications.Keep IT assets up to date with recommended patches and firmware and track in a central systemLead company stewardship of purchasing and redistribution of IT equipment.Capture work requests as Jira tickets and strive to prioritize and resolve in order of priority.Become the preferred IT service provider for their local office and for remote users in their assigned region.Support and configure printers and audio/visual equipment.Escalate unresolved issues after applying reasonable efforts and self-sufficiency within established SLAs/escalation rules.Collaborate with peers and work cross-functionally to resolve complex issues while being part of the solution.Become an expert in at least one IT service that others can learn from.Keep executives happy with their IT services, including white glove handling of executive systems.Advocate improvements to global IT services on behalf of local end user interests.Promote and advocate security culture.Promote a positive image and company culture.Document processes and perform user training.

Qualifications

Education

Bachelor’s degree in information systems, computer science, or a related field.

Experience

2+ years in a desktop support or IT helpdesk service role.Experience configuring and deploying both windows and Mac OS.Experience configuring and deploying IOS and Android devices.Proven ability to work independently.

Technical Skills

Strong customer service skills.Proficiency with modern laptop, desktop, and mobile device technologies.Preferred experience with TCP/IP, Wi-Fi and remote access networking.Preferred experience with programming languages.

Soft Skills

Excellent communication & collaboration abilities with remote team members.Strong problem-solving skills and ability to manage complex projects.Prefer someone who is Bilingual (English& French)Ability to travel 10% of the time.

Additional Information

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.