Help Desk (Tier 1 Support)

Job Title: Help Desk (Tier 1 Support)
Date Posted: Wednesday, August 16th, 2017
Type: Full Time
Department: Service - Command Centre
Location: Vancouver, BC & Edmonton, AB
Years Experience: 1+
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Who We Are

We are a passionate company of technology experts focused on delivering seamless IT solutions and services to our clients. We work tirelessly at Creating Peace of Mind for our clients and deliver technology solutions designed to enable lasting success. We have offices in Vancouver, BC and Edmonton, AB.


Key areas of responsibility

  • Providing technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes)
  • Answering questions regarding system procedures, online transactions, systems status and downtime procedures, and is typically located within a call center
  • Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
  • Maintaining a troubleshooting tracking log ensuring timely resolution of problems
  • Resolving at least 240 Tier 1 technical support issues per month
  • Responding promptly to all incoming client issues by phone, e-mail, or chat within 15 minutes
  • Following standardized operating procedures as much as possible and creating new procedures when required
  • Ensuring the team "Today not Tomorrow" score is 65% or greater
  • Ensuring personal "Customer Experience Score" is greater than 90% by delivering fanatical service
  • Maintaining a quality assurance score above 80%
  • Ensuring tickets follow the proper standard operating procedure by assisting with the quality assurance of tickets
  • Participating in daily huddles to help ensure the daily success of the Command Centre team
  • Passing two certification exams per year
  • Performing other duties and tasks as required

Skill and knowledge requirements

We're flexible, but these are a must: 

  • 1+ years of experience in software project management.
  • EXTREME comfort in interacting with others, of varying personalities, on the phone and through chat
  • Adaptable and open to constant priority changes
  • Calm and collected disposition because there will be pressure and difficult situations
  • A combination of education and certifications
  • Diploma or Bachelor Degree related to IT
  • Microsoft, Cisco, and CompTIA A+ certifications are assets
  • 1+ years of previous experience providing Tier 1 technical customer support
  • Be available to take on shifts between the duration of Mon-Fri 8am-9pm priority.

Ready to Apply? Click the 'Apply Now' button below to answers the questions we have for you!

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