HELP DESK, TIER 2 IT SUPPORT

To apply for this position, click here

Key Areas Of Responsibility

  • Resolving Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.); handle Tier 1 escalations;
  • 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:

  • Proven ability to effectively manage a group of 10+ individuals
  • Advanced knowledge of IT applications, processes, software, and equipment
  • Ability to multi-task and adapt to changes in an extremely fast-paced environment
  • Demonstrated advanced skill in planning and preparing clear written communications
  • Ability to calmly and professionally handle emotionally charged clients interactions
  • Prompt, reliable and willing to do whatever it takes to exceed customer expectations

Assets:
  • University degree in computer science or equivalent experience
  • Experience with ITIL service management concepts and methodologies and certification an asset
  • Current or previous professional technology certifications
  • Intimate knowledge of ConnectWise and ITGlue

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!