Technical Support Analyst

at ESO (View all jobs)
Halifax, Nova Scotia, Canada, Halifax, Nova Scotia, Canada

About ESO 

ESO is a rapidly growing technology company passionate about improving community health and safety through the power of data. We provide software applications, interoperability and data management solutions to emergency medical services, fire departments and hospitals.   

About the role 

We are seeking an experienced and technically adept Technical Support Analyst I to join our dedicated support team in Halifax, Nova Scotia. The ideal candidate will have a proven track record of providing effective technical assistance, a deep understanding of IT systems, and the ability to handle more complex issues independently. As a Technical Support Analyst I, you will play a crucial role in delivering high-quality technical support, mentoring junior team members, and contributing to process improvement initiatives. This position will work a hybrid schedule in our Dartmouth office. 

Responsibilities 

  • Diagnose and troubleshoot technical problems related to software, hardware, network connectivity, and system configurations across multiple skills and/or product lines and via multiple channels (phone, chat, email). 
  • Conduct in-depth troubleshooting and root cause analysis for software, hardware, and network-related problems. 
  • Collaborate closely with cross-functional teams, including engineering and product development, to identify and resolve technical challenges. 
  • Participate in the creation and refinement of support processes, suggesting improvements based on customer interactions and feedback. 
  • Contribute to the knowledge base by documenting solutions to complex technical problems and sharing insights from your experience. 
  • Stay updated with industry trends, emerging technologies, and best practices in technical support and IT systems. 
  • Assist in the development of advanced troubleshooting guides, technical documentation, and self-help resources. 
  • Participate in on-call rotations and provide off-hours support as needed. 

 

Your qualifications  

To be successful in this role, you must have:  

  • At least 2 - 4 years of proven experience in technical support roles, with a strong record of resolving technical issues. 
  • Knowledge of SQL Server/Express, SQL Queries 
  • Knowledge of and experience with IBM Cognos 10/11 preferred 
  • Knowledge of and experience in Health Informatics or Quality Testing fields preferred 
  • IT Training and Technical Writing 
  • Proficiency in diagnosing and troubleshooting advanced software, hardware, networking, and system-related problems. 
  • Excellent communication skills, both written and verbal, with the ability to convey technical information effectively. 
  • Ability to work independently, prioritize tasks, and manage multiple complex issues simultaneously. 
  • Dedication to delivering exceptional customer service and ensuring high levels of customer satisfaction. 
  • Knowledge of network services like DNS, Web Servers, FTP - SFTP, Email and Database Analytics 
  • Demonstrated experience with the Microsoft Windows 10, 11 platform including Desktops and Servers 
  • Ability to work in a fast-paced environment. 
  • Flexible and willing to adjust to business demands. 
  • Experience in a technical support center 
  • Salesforce.com experience is a plus. 
  • Solid understanding of networking protocols TCP/IP, FTP - SFTP 
  • Experience in a 24/7/365 work schedule environment 
  • Professional certifications are a plus: Network+, A+ other industry certifications 
  • Technical Diploma or equivalent education and/or work experience 

 

Applicant Privacy Notice – please click here to review the privacy policy which details how your data is collected, used and protected.

Apply for this Job

* Required

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification


For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ESO’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.