Job Description & How to Apply Below
- Receive, record, classify, route, prioritize, resolve, and close all incoming IT-related support tickets, automated system alerts, and service requests within prescribed time limits.
- Assist end users with software applications, file access, and hardware support.
- Image and prepare new workstations for deployment.
- Research and resolve technical and non-technical problems promptly.
- Handle Tier 1 support calls, including investigating, diagnosing, and resolving incidents; recover services/systems in a timely manner; and document all actions in the support database.
- Escalate Tier II or III support calls to appropriate ITS staff based on impact, urgency, and resolution times.
- Work with vendors and suppliers to resolve external issues promptly.
- Provide on-site ITS support for Head Office.
- Follow up on resolved incidents to ensure customer satisfaction.
- Assist with communication of site failures and outages.
- Create and modify operational procedures as required.
- Monitor systems and network parameters.
- Assist with quarterly systems access audits.
- Completion of a recognized degree or diploma in IT or equivalent combination of education, certification, and experience.
- Minimum five (5) years in a service desk or technical support role.
- Minimum five (5) years of customer service experience.
- Demonstrated technical competency at Tier I support level.
- Familiarity with troubleshooting techniques and various technologies.
- Strong knowledge of Microsoft Windows, Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM.
- Excellent written and verbal communication, customer service, troubleshooting, analytical, and organizational skills.
- Attention to detail and ability to multi-task.
- Self-starter, fast learner, and team player.
- Completion of HDI Support Centre Analyst certificate is an asset.
- ITIL certification required.
- Asset management experience is an asset.
- Tier II support experience is an asset.
- Data manipulation skills considered an asset.
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