What you will do:
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Provide technical support for clients via phone and the self-service portal and accurately record a detailed description of the issue at hand
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Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident and problem escalation
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Identify, investigate and resolve PC, Laptop, Mobile Device and Printer problems
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Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity and data recovery
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Educate users on how to use systems and applications more efficiently
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Perform operational runs and System Center alert monitoring
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Document and maintain Service Desk procedures
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Various projects as assigned by Management
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Work rotational weekend and evening shifts as required.
Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.
Who you are:
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Post Secondary education or Diploma in computer science or Information Technology
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A minimum of two years experience within a customer service oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
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Strong written and oral communication skills
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Excellent time management, analytical and problem-solving skills
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Ability to work effectively and productively within a team environment
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Knowledge of ticketing management systems
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Knowledge of PC, laptop, BlackBerry, iPhone and printer hardware and software
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Proficient in MS Office 365 & 2016 (Outlook, Excel, Word, Power Point), MS Visio, MS Project and Internet Explorer
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Experience with Citrix, Active Directory and SAP
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Experience with Windows 10 desktop and server operating systems, remote diagnostic and problem resolution
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Experience with TCP/IP, VPN, and basic commands from the command prompt
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Ability to provide technical support for LAN and WAN networks, and troubleshoot hardware and software (routers, switches, hubs, etc.)
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Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident & Problem Management and Change Management)
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Available to work varied shifts within a 24/7 environment
Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.
Please note that we may use AI tools to help us through the recruitment process.
