Service Availability Reps Unilingual I - 56809

We are seeking six dedicated and technically adept Service Availability Representatives to provide essential first-level IT technical support to internal colleagues. This is a critical 2-year contract located 100% on-site in London, ON, with a clear path to potential conversion to a permanent role. This position requires commitment to a 24 / 7 rotational shift schedule, changing every two weeks (days, evenings, and overnights).

Work Location : London, ON.

Schedule : Mandatory rotational shifts (24 / 7 / 365).

The primary accountability of this position is to act as the first point of contact for colleagues experiencing technical issues. You will be responsible for resolving end-user incidents and issues via phone and email through first-level analysis and troubleshooting. Success in this role depends on providing exceptional customer service, meticulous problem documentation (ticketing), and swift, accurate escalation of wide-impact outages.

Advantages

Career Conversion Potential : This 2-year contract offers a strong potential for conversion to a permanent employee based on performance and business needs.

In-Depth IT Experience : Gain crucial experience in enterprise technology support, incident management, and risk mitigation processes within a large-scale organization.

Shift Premium Pay : Receive shift premiums for scheduled evening and overnight hours.

Focused Training : Benefit from dedicated training and work in a structured environment where adherence to process drives performance quality.

Responsibilities

First-Level Technical Support : Respond promptly to a variety of inbound colleague calls and emails to diagnose and resolve technical incidents using proficient knowledge of tools and procedures.

Incident Management : Ensure accurate, timely, and detailed problem documentation / ticketing for all issues, maintaining excellent follow-through with internal support groups.

Outage Identification : Proactively identify and escalate widespread or potentially wide-impacting outages to minimize service disruption and risk to the business environment.

Compliance & Reporting : Deliver and maintain accurate reports and documentation, and adhere to established procedures, standards, and compliance guidelines (including Disaster Recovery Plans).

Customer Experience : Provide courteous, efficient, and professional customer service to ensure inquiries are resolved promptly and effectively under all conditions.

Continuous Improvement : Identify trends in support issues and recommend opportunities for process and service delivery improvements.

Qualifications

Must-Have

Shift Availability : Must be fully available to work all 24 / 7 rotational shifts (days, evenings, and overnights), changing every two weeks.

Technical Acumen : Proven technical support background or related education, with general knowledge of PC hardware and components and solid troubleshooting experience.

Software Proficiency : Good knowledge of Microsoft O365 applications (Word, Excel, OneNote, PowerPoint) and above-average computing and navigational skills.

Customer Service : Exceptional customer service skills with the ability to build rapport and communicate effectively.

Typing Speed : Ability to type at least 30 words per minute for efficient ticketing.

Teamwork : A team player who collaborates effectively with peers but can also work well independently.

Nice-to-Have

Prior experience utilizing ticketing systems (e.g., ServiceNow, Jira).

Technical degree and / or relevant IT Certification.

Summary

If you have experience in a professional corporative environment and you are interested in the Service Availability Reps Unilingual, please apply online today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.