Irving Oil

IT Support Technical Analyst

Portsmouth, NH

Full-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

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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

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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

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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

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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

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Demonstrated ability to document technical issues and solutions for knowledge sharing

•

Exposure to ITIL practices or working in an ITIL-aligned environment

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Experience with application patching, upgrades, and general maintenance

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Background in monitoring and supporting enterprise applications

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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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About This Job

What We Offer:

Your Responsibilities:

Your Skills:

Your Experience:

Job Requirements - Work Experience

Information Technology

Job Requirements - Education

Diploma / Certification: Information Technology

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