The Opportunity
Supervises a team of IT Helpdesk agent’s customer support operations; technical coach and mentor to team members and technical assistance to end users with system and network requests. Works closely with IS Manager for continuous improvement of SLAs and projects.
The Role
- Lead a small team of diversely skilled IT Help Desk agents located in office and remotely.
- Monitor IT Help Desk ticketing system to ensure timely resolution of open tech support issues assigned, as well as those assigned to supervised team within client defined SLA.
- Adhere to IT helpdesk policies and procedures to address incoming incidents/service tickets including categorization, prioritization, resolution and/or escalation.
- Ensure sufficient on-call after-hours support levels are maintained for managed team.
- Answers, evaluates, and prioritizes helpdesk requests with team from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Serve as an escalation point for IT Helpdesk support staff to resolve customer issues.
- Act as a technical coach and mentor to team members and lead the training and support of the IT Service Team to create a client first culture that is focused on client satisfaction.
- Provides support to local and remote site end users on a variety of issues. Identifies, researches, and resolves technical problems. Tracks and monitors the problem to insure a timely resolution.
- Support the development, implementation, and improvement of existing IT Helpdesk processes, reporting and analytics.
- Maintains, troubleshoots, installs and repairs computer systems, hardware, software and peripheral devices. Recommends and schedules repairs. Installs new software releases, system upgrades and resolves software related problems.
- Manage and complete IT Help Desk projects as per assignment by IS Manager
- Escalate and follows up incidents with the IS Manager as required.
The Candidate
Education: College or University Degree (BA Information Technology)
Work Experience: 4-5 years desktop support experience
Knowledge: Experience with Windows operating systems; users account management, hardware and software; good understanding of computer systems, mobile devices and other tech products.
Knowledge in ITSM cloud-based ticketing systems i.e., FreshService
The Company
Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas – to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.
Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”
Highlights include:
- Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account.
- Wajax led e-learning, and product training through industry leading manufacturers.
- Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
- Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
- Award-Winning Health and Wellness Program.
By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.
Compensation:
Base pay $70,000.00-$80,000.00 per annum. Pay may vary based on skills, expertise, and performance, and is a component of the total rewards package.
This is a current replacement vacancy.
Wajax does not use AI powered recruitment processes.
As a condition of employment, final candidates will be subject to pre-screening.
\\ Together we get more done.
