The successful job applicant, will be working out of our customer's Victoria, VANCOUVER ISLAND office building location.
We are seeking a service-oriented, thorough and self-motivated professional to join our IT support team. In this role, you will provide Tier 3 technical support to internal and external users, prioritizing and escalating helpdesk requests based on how critical they are to our business processes.
You will be tasked with solving complex technical issues and will also collaborate with team members across all departments to assist them with their technical requirements.
Must have skills :
1. Advanced AAD support experience
2. Advanced Windows 10 support experience
3. Advanced O365 support experience
4. System Administrator experience
Nice to have : 1. SCCM experience
1. SCCM experience
2. Microsoft / Cisco Certifications
Responsibilities include : Logging and monitoring of customer questions, issues and problems through resolution / completion.
Creation and maintenance of customer service request documentation through resolution Provision of customer updates and status reports with regards to open customer issues as appropriate Ensure problem resolution via the maintenance of appropriate action plan and / or project plan Ability to prioritize workload with minimal supervision.
Ability to make critical business decisions daily with minimal supervision. Serve as primary escalation point for all problem / issues along with all members of the Support team.
Responsabilités : Consigner les questions et les problèmes des clients et en assurer le suivi jusqu'à leur résolution ou leur exécution Créer et tenir à jour la documentation sur les demandes de service des clients jusqu'à leur résolution Produire les mises à jour et les rapports d'état pour les clients en ce qui a trait à leurs problèmes en suspens, selon les besoinsRésoudre les problèmes en appliquant le plan d'action ou le plan de projet approprié Prioriser les tâches avec une supervision minimalePrendre quotidiennement des décisions importantes avec une supervision minimaleJouer le rôle de premier échelon du processus de recours hiérarchique pour tous les problèmes, en collaboration avec tous les membres de l'équipe chargée du soutien
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