Job Description

Reporting to the Help Desk Manager, you will be responsible for Help Desk tasks and duties as outlined under the Primary Responsibilities section. You will play an essential role as part of our team using your technical knowledge, ability to think outside the box, and experience to provide personalized support to our customers. The ideal candidate will have 1-2 years of customer support experience which may include co-op work terms. We provide the opportunity for growth and put a strong focus on people first, promoting from within where possible.

Primary Responsibilities:

• Taking customer support request calls and e-mails.
• Triaging tickets according to the identified issue and severity.
• Supporting a full portfolio of managed service products.
• Gathering information from our customers to create service tickets.
• Working to assess level-1 service tickets and identify solutions while communicating effectively with the customer.
• Clearly identify and document troubleshooting steps taken in service tickets.
• Escalating higher severity service tickets.
• Working with and developing a solid understanding of our Help Desk PSA, RMM and documentation systems.
• Learning various internal systems.
• Perform basic account management duties.
• On-call rotation for after-hours and weekend support.

Technical Experience in the following areas is preferred:

• Microsoft 365 and Office applications.
• Microsoft desktop and server operating systems.
• Microsoft Active Directory, File Servers, Network shares, Group Policy.
• Microsoft Exchange Online mail, OneDrive and SharePoint.
• TCP/IP, basic networking concepts, end-user VPN connectivity.
• Third-party application installations.
• Configuring and troubleshooting network MFPs.
• Security tools such as Antispam, Antivirus, Firewalls, UTM.
• Security monitoring and Managed Detection and Response (MDR)
• Backup software and data protection applications.
• Demonstrate the ability to develop and maintain comprehensive documentation with a high level of detail.

Non-Technical Qualifications:

• Excellent customer relations and communication skills.
• Strong diagnostic and problem-solving skills.
• Outstanding organizational skills and meticulous attention to detail.
• Have the ability to manage and prioritize multiple tasks.
• Commitment to looking after clients and ensuring quality of service is a must.
• Have the ability to effectively manage your time and present a strong work ethic and willingness to support your team members.
• We need individuals with positive attitudes to fit with our team.
• The candidate will require access to a working vehicle.
• References to be provided upon consideration.
• Criminal background check.

Job Type: Full-time

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• RRSP match

Schedule:

• Monday to Friday
• On call

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• Technical support: 1 year (preferred)

Work Location: Hybrid remote in Kanata, ON

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