IT Support Center Analyst

The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

Every day your work will make a difference in the way we run our business and the in the way customers interact with us.

The IT Support Centre group provides support for the global Ritchie Bros. organization either directly in person, over the phone and during afterhours on-call basis. Support is provided 24 X 7, services provided include call center services and support for RB applications and IT infrastructure systems.

The IT Support Centre Analyst is a key member of the Global IT Support team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform or in-person walk-ins. This role requires courteous, timely, and effective resolution of end user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems or redirecting to appropriate 3rd level resources.

In addition, this role will involve rotational shifts, overtime, occasional weekend and on-call work, in addition to lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time.

• Effectively respond to user requests for technical assistance via support centre phone calls, electronically and/or in-person
• Diagnose, advise, escalate or resolve user technical hardware and software issues while adhering to our IT operations standard procedures
• Assist 3rd level escalation support teams in solving critical problems related to RB application systems, infrastructure and associated software products.
• Diligently log, track and monitor detailed information/issue resolutions on all IT Operations interactions using our ITSM tool
• Prioritize work queues and monitor urgent incidents to ensure expedient resolution
• Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.

• IT-related education or industry certification (ITIL)
• 2+ years of relevant experience in IT support or related customer service position
• Functional knowledge of Windows and Mac computer support
• Experience with ServiceNow is nice to have
• A proven commitment to provide excellent customer service
• Excellent phone etiquette
• Excellent analytical problem resolution skills
• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to communicate ideas to technical and non-technical audiences
• Ability to multi-task effectively in a fast-paced environment
• Highly organized and detail-oriented
• Logical & highly self-motivated / directed
• Experience working effectively in a team-oriented, collaborative environment.

This job will require you to:

• Configure and test outgoing laptops, new system configurations, applications, etc.
• Investigate and use available knowledgebases to help troubleshoot and determine the correct solution
• Contribute information to our knowledgebase on IT procedures, troubleshooting issues and incident resolution
• Pro-actively research and keep abreast of current updates related to IT technology
• Assist with IT project related work.

Ritchie Bros. has grown from a small-town auctioneer to a global asset management and disposition company. Through our family of companies, we help our customers buy and sell a wide range of used and unused equipment for construction, mining, transportation, agriculture, oil & gas, lifting & material handling, forestry & other industries.

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted. No agency calls, please.