Position Details
What you will do :
- Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation.
- Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems.
- Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery.
- Educate users on how to use systems and applications more efficiently.
- Document and maintain Service Desk procedures.
- Various projects as assigned by Management.
- Work rotational weekend and evening shifts as required.
Who you are :
- Post-Secondary education or Diploma in computer science or Information Technology
- 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
- Strong written and oral communication skills
- Excellent time management, analytical and problem-solving skills
- Ability to work effectively and productively within a team environment.
- Knowledge of ticketing management systems
- Knowledge of PC, laptop, iPhone and printer hardware and software
- Proficient in MS Office (Outlook, Excel, Word, Power Point)
- Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution
- Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management)
- Available to work varied shifts within a 24 / 7 environment.
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