Application Support Technician

Department: Operations / IT Support
Reports to: Senior Application Support Technician
Employment type: Full-time, permanent

About Octacom

Octacom, a division of DCM, is an enterprise software and services company focused on document and data management solutions. Octacom specializes in document management and workflow automation software, as well as document imaging and data capture services.

Octacom’s core solutions focus on large scale digitization and financial process automation, enabling large enterprise clients across a wide range of industries to streamline and optimize their Accounts Payable and Accounts Receivable processes.

Role Overview

We are looking for a passionate and versatile Application Support Technician who is ready to work on a small team and help us support big solutions. You will be tasked with supporting our internal production and client services teams while working closely with the developers.

Daily you will be applying your troubleshooting skills to analyze various application and process issues that will require an in-depth technical background. You will be analyzing data, application performance, user feedback, and application errors. With this knowledge you will be collaborating with the development and client services teams to resolve issues, optimize applications, and identify areas of improvement.

This role is integral to the day-to-day business operations and client satisfaction. If you have an acute interest in delivering quality solutions and services to a broad range of clients, this role is for you.

Responsibilities

• Act as primary point of contact in troubleshooting intermediate to complex technical support issues, mainly in regard to Microsoft Windows applications and services

• Troubleshoot and resolve issues with real-time software applications, both in-house built as well as third party

• Make decisions to prioritize and resolve high severity and high impact service disruptions

• While providing support for existing production applications, document recommendations for future improvements

• Facilitate appropriate escalation of support requests when necessary and collaboration with other team members to ensure expedient and proper resolution

• Respond quickly to customer issues and communicate effectively throughout resolution

• Create and maintain application/configuration documentation

• Recommend improvements to existing software as well as provide suggestions on any new technologies and tools to improve processes

• Interact with client services, developers, and operations on a regular basis, to help drive aligned and efficient business operations

• Always maintain a high degree of professionalism, courteousness, and friendliness

Experience and Requirements

• Degree in computer science or equivalent work experience

• 2+ years of experience in a technical support role

• 1+ years of experience in supporting applications

• 2+ years of experience with SQL database queries, PowerShell scripting

• Exposure to cloud computing (Azure, Google, or AWS)

• An excellent attitude and approach to customer service

• Excellent communication (written and verbal) and interpersonal skills

• A self-starter with a strong desire to work on a small collaborative team in a fast-paced environment

• Easygoing, hardworking, team focused attitude

• Ability to work independently and to multi-task effectively

• Advanced analytical, problem solving and troubleshooting skills, with strong attention to detail

• Flexible and willing to accept a change in priorities as necessary

• Proactive in taking initiative and has a strong willingness to learn

Work Environment

• On-site at the Richmond Hill records management facility

• Occasional after-hours or weekend support for maintenance windows or urgent issues

Compensation

$65,000 - $75,000

The compensation range listed reflects the expected compensation for the role. Actual compensation will be determined based on individual skills and experience.

If you don’t meet every requirement listed above, we still encourage you to apply. We’re interested in the diverse experience, potential, and perspective you can bring to the team.

Octacom, a division of DCM, is committed to equal employment opportunity, employs and does not discriminate against all qualified persons without regard to race, colour, religion, national origin, sex, age, disability, or any other classification protected by applicable federal and provincial laws. Should you require any accommodation throughout the recruitment and selection process, please get in touch with us through the form at the bottom of the page (https://www.datacm.com/about-us/lifedcm/), so that we can ensure your equal participation.