Job Information
Technical Client Support Specialist
22 Days Ago
Overview
Job Category: Computer/IT
Job Type: Full-Time
Posted: 2021-05-28
Requirements
Job Status
Start Publishing: 2021-05-28
Stop Publishing: 2022-05-09
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Description

Job Description    **** please email erica.dunlap@in-tac.ca with your resume if you are interested in applying***

  • Fluent in French and English (verbal and written)
  • Provide support to end-users, escalate more complex issues when appropriate  
  • Follow standard helpdesk procedure, including using our ticketing system
  • Route unresolved issues to appropriate team members for further investigation and resolution  
  • Respond to assigned help desk tickets, support and troubleshoot technical requests 
  • Day to day project support on multiple initiatives
  • Install and maintain computer equipment and peripheral hardware and software.
  • Prepare and install all equipment and software for new and existing users
  • Meet SLAs like response and resolution times by partnering within L2, and Expert teams
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
  • Partner with Technical Support team members on various strategic projects when needed
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Run monitoring reports for usage, performance, and/or availability.
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

 

Requirements

  • Practical knowledge of workstation management and troubleshooting
  • Experience with Windows operating systems including installation, recovery, and update
  • Practical approach to application, network, and server troubleshooting
  • O365 Migration hands-on experience
  • Excellent communication skills
  • Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
  • Logical thinker
  • Good analytical and problem-solving skills
  • Excellent interpersonal skills with the ability to work as a team member
  • Ability to interact with users in a clear and courteous manner
  • Ability to prioritize tasks at hand

 

Training and Experience

  • 5+ years’ experience in help desk, IT support, or its equivalent.
  • 5+ years of general IT experience
  • Good experience in Customer Service
  • Diploma/Degree in Information Technology or related field.
  • ConnectWise Manage/Automate experience is a plus

Job Type: Full-time

 

Qualifications
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