HELP DESK, TIER 1 IT SUPPORT (NIGHT SHIFT)

To apply for this position, click here

Key Areas of Responsibility

  • Resolving Tier 1 technical support issues (related to servers, applications, networking, backups,  security, etc.); escalating to Tier 2 technical support where appropriate 
  • Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time 
  • Primarily providing remote support, but also providing  on-site support as required
  • Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate
  • Maintaining accurate documentation of client networks, resolved issues, and client information 
  • Communicating ticket status and updates directly to clients
  • Providing technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications)
  • Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided
  • Participating in team and company huddles to help ensure the success of the team and organization
  • Pursuing two certification exams per year
  • Being willing to work flexible hours when required to meet client deadlines
  • Tracking time and submitting time sheets for work completed
  • Performing other duties and tasks as required

SKILLS & KNOWLEDGE REQUIREMENTS

We’re flexible but these are a must:

  • Highly comfortable 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
  • 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 9 pm–6 am

If this sounds like you, click here to apply.
 

Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 

No recruiters and no phone calls please!