Bilingual IT Support Technical Analyst

As a Bilingual IT Support Technical Analyst, you will provide exceptional remote support for Retail and Fleet site technology, working closely with vendors and customers to resolve issues across point-of-sale systems, networks, hardware, and software. Your goal will be to deliver timely, effective solutions while managing multiple cases and adapting to shifting priorities in a fast-paced environment. Your success will depend on your strong customer service skills and collaborative mindset to ensure seamless technology operations across Irving Oil’s sites.

This role requires shift flexibility and involves rotational on-call/after-hours work and occasional travel.

If you are interested in this exciting opportunity with Irving Oil, please apply by

2025.

- Work Environment – Work onsite in our beautiful home office building with access to a fitness facility, onsite nurse, and a café

- Competitive Compensation – Includes an annual bonus plan, pension plan, and parking allowance

- Flexible Benefits Plan – In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs

- Paid Vacation – There is an annual option to purchase additional vacation, too

- Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

- Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation-matching program

Your Responsibilities

- Troubleshoot and resolve daily support cases promptly

- Collaborate with stakeholders and customers to diagnose and resolve technical issues

- Accurately document case details and resolutions for team reference and escalate complex problems to appropriate teams or vendors, ensuring timely follow-up

- Identify recurring issues and recommend long-term solutions to prevent repeat incidents

- Follow IT service management best practices and maintain and update support documentation and knowledge base content

- Monitor and troubleshoot software applications to ensure reliability

- Partner with IT Operations, Security, and Applications teams to support retail systems

- Assist with application patching and upgrades

- Contribute to continuous improvement by identifying and implementing process enhancements

Your Skills

- Strong problem-solving and analytical abilities with attention to detailwith clear and professional communication, both verbal and written

- Calm under pressure with a customer-first mindset and a collaborative team player with a proactive, hands-on approach

- Quick learner with a curiosity for technology and business impact and effective at sharing knowledge using various methods

- Self-motivated and able to manage tasks independently and skilled at prioritizing multiple tasks in a dynamic environment

- Positive, can-do attitude with a focus on efficiency

- Familiarity with ITIL practices is a plus

Your Experience

- College diploma in a related field with 3–5 years in application, helpdesk, or command center support roles; proven ability to troubleshoot hardware, software, and network issues remotely; experience supporting retail or fleet environments including POS systems; background in monitoring enterprise applications and performing patching, upgrades, and maintenance

- Familiarity with incident and service request management platforms such as ServiceNow, Jira, or Salesforce; exposure to ITIL practices or working in ITIL-aligned environments; demonstrated ability to document technical issues and solutions for knowledge sharing

- Experience coordinating with third-party vendors to resolve technical issues; ability to manage multiple priorities in a fast-paced, customer-facing support role; history of working collaboratively across IT teams and participating in process or continuous improvement initiatives

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Information Technology

Diploma / Certification: Information Technology