What You’ll Do:

  • Provide remote service assistance through the use of various web-based remote support tools when necessary.
  • Receive and respond to service requests for assistance via telephone and email in accordance with each client’s.
  • Service Level Agreement (SLA).
  • Maintain service ticket ownership throughout the life of the support incident.
  • Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
  • Actively monitor all customer systems and services and respond to device-down scenarios.
  • Develop knowledge of multiple systems and processes in order to troubleshoot problems.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
  • Follow all other processes and quality standards as assigned by the Service Desk Manager.
  • Availability to work 24/7.

Who You Are:

  • College diploma or equivalent.
  • Current industry‐relevant certifications (Microsoft, Cisco, VMware, etc.) would be an asset.
  • Strong knowledge of (and ability to troubleshoot issues related to) Operating System, Antivirus, Malware, Spyware,
  • Active Directory, Printers, Mobile Device activation, etc.
  • Strong knowledge of common client‐side productivity application suites (Microsoft Office 365, Google Workspace, SSO, Cloud platforms, etc.)
  • Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange
  • Server, WSUS, Hyper‐V, VMware vSphere, etc.
  • Basic working knowledge of (and ability to troubleshoot issues related to) Network Operations Center, monitoring and management of the network, servers, databases, firewalls, devices and related external services.
  • 1-3 years of previous support experience working in a technology / systems department directly supporting customers.
  • Fluent in English (mandatory).
  • Strong written and communication skills; strong interpersonal skills.
  • Strong organizational and planning skills.
  • Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
 
Interested? Do your talent check-in  indicating this role and your availability to start working and will send your CV  to the company!