Irving Oil

IT Support Technical Analyst

LocationPortsmouth, NH
Job TypeFull-time

About This Job

As an IT Support Technical Analyst at Irving Oil, you’ll provide exceptional remote support for Retail and Fleet site technology. You’ll work closely with vendors and customers to troubleshoot and resolve issues related to point-of-sale systems, networks, hardware, and software. This role requires strong customer service skills, a collaborative mindset, and the ability to manage multiple cases and shifting priorities in a fast-paced environment. 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 June 9, 2025.


What We Offer:

Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
Flexible Benefits Plan – In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
Paid Vacation – Plus 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
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
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 detail
Clear and professional communication, both verbal and written
Calm under pressure with a customer-first mindset
Collaborative team player with a proactive, hands-on approach
Quick learner with a curiosity for technology and business impact
Effective at sharing knowledge using various methods
Self-motivated and able to manage tasks independently
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 related field
3-5 Years in an application/helpdesk/command center support role
Experience supporting retail or fleet technology environments, including point-of-sale (POS) systems
Proven ability to troubleshoot hardware, software, and network issues in a remote support setting
Familiarity with incident and service request management tools (e.g., ServiceNow, Jira, Remedy)
Experience working with third-party vendors to coordinate and resolve technical issues
Demonstrated ability to document technical issues and solutions for knowledge sharing
Exposure to ITIL practices or working in an ITIL-aligned environment
Experience with application patching, upgrades, and general maintenance
Background in monitoring and supporting enterprise applications
Participation in process improvement or continuous improvement initiatives
Ability to manage multiple priorities in a fast-paced, customer-facing support role
Experience working collaboratively across IT teams (e.g., operations, security, applications)

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’screated 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.


Job Requirements - Work Experience


Information Technology


Job Requirements - Education


Diploma / Certification: Information Technology

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