Help Desk Technician

Uniserve Communications Corporation

Uniserve Communications is growing quickly. We are looking for a full-time Help Desk Technician to be part of our team in Vancouver. We provide the latest technologies in digital phone, high speed internet, cloud and managed services. We take pride in giving our business and residential customers the most personalized care possible. At Uniserve, you will work with a team of talented dedicated people who have a high level of responsibility in an exciting and challenging business.

Position Overview:

The Help Desk Technician understands the importance of customer service and is able to resolve a variety of basic technical and administrative issues. The ideal candidate thrives in a fast-paced environment, excellent problem solving and has the ability to multi-task quickly and adapt to change.
Help Desk Technicians work diligently to drive and maintain the highest level of customer experience and satisfaction, ensuring problems are resolved in a timely and respectful manner.

Tasks and Responsibilities:

• Serve as the first point of contact for end users via email, calls, chat or tickets providing technical assistance and billing support for incoming queries and issues related to services such as email, hosting, connectivity and password resets.
• Triage tickets by prioritizing and entering as much detail as possible before escalating to appropriate teams, resolving if possible.
• Process orders, forms and applications for connectivity including telephony, transit and other services.
• Follow up with customers on orders where necessary and keep them up to date with their place in queue from confirmation to installation.
• Monitor a prioritized queue of various customer issues technical and non-technical.
• Ensure customers are aware of any service impacting events via updating the website, emails, phone calls or other mediums.
• Shipping and receiving of hardware for residential connectivity which requires being on site several times a week.
• Basic office duties while on site
• On site health checks for data center and associated hardware.

• Basic technical aptitude and fundamental understanding of information technology, including computer systems, networking and operating systems.
• Basic understanding of email systems, web hosting, internet services (cable/dsl/fibre) and VOIP.
• Must be fluent in English both verbally and written.
• Excellent communicator and team player.
• Ability to solve technical issues with courtesy and professionalism.
• Ability to prioritize and escalate effectively in high pressure situations.
• Strong focus on accountability and ownership.
• Previous experience in a managed services company or internet services provider is an asset.

• Competitive salary starting at $40, and benefits package(s).
• Dynamic team-oriented environment.
• Opportunity for quick career advancement.

Note: Candidates must be legally able to work in Canada. Only qualified candidates will be contacted for an interview.

Interviews will begin at the end of January