Status: Full-time, Employee
Salary: range $37000 to $46000 per annum
Career Level: Entry, with College Diploma
(Information Technologies Support Services; Internet Communications Technology; BaiSc Applied Information Science; Information Systems Security)
Prior to a job offer, the final step in the hiring process is for each candidate to arrange personal reference calls with former bosses and others that we may choose.
SYGNET seeks a motivated and skilled Service Desk Technician with drive and determination to support our client base. This position reports to our Service Manager. We are seeking an individual who is a problem-solver and is able to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. Our Service Desk Technician requires excellent written and verbal communication skills, strong troubleshooting abilities, and proven teamwork skills.
Our Service Desk Technicians are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities. Applicants must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.
This position will include identifying user problems and working within a structured problem managements and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining client satisfaction.
Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service–specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with clients and vendors.
Minimum Skills Required:
- Strong interpersonal skills required to effectively communicate with clients, staff and vendors; ability to explain technical items in non-technical, understandable terms
- Travel to field locations on occasion to perform preventative maintenance and resolve issues
- Reliable use of transportation (i.e. car) and Valid driver’s license & proof of insurance
- Police/ Criminal record check
- Able to work off hours / weekends depending on project requirements, with on call availability
The Position of Service Desk Technician Entails:
- Utilize system deployment and remote connectivity tools efficiently and effectively to provide support to clients in a timely manner
- Field incoming requests from ticketing system
- Troubleshoot user problems over the phone and with remote control technologies for both hardware and software issues
- Accurate documentation of all activities conducted
- Participate in onsite rollout of new PC’s and Notebooks
- Create new “base images” for various hardware platforms
- Provide post implementation remotely and onsite desk-side support as required
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- The ability to manage, maintain, troubleshoot and support our clients’ networks
- Access software updates, drivers, knowledge bases, and frequently asked questions resources locally and on the Internet to aid in problem resolution.
The Successful Applicant must be:
- Professional and articulate
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Technically proficient
- Excellent communicator (English: verbal and written)
- A problem solver and detail-oriented
- Graduate holding a University Degree in Bachelor of Computer Science or a College Diploma in either of the following: Information Technologies Support Services; Internet Communications Technology; BaiSc Applied Information Science; Information Systems Security.
Benefits include 2 weeks paid vacation and all statutory holidays, and training reimbursement. Our compensation plans commensurate with relevant experience, certifications and performance.
[email protected]