About this role
Role Overview
- 2nd Level telephone contact support
- Respond to and resolve customer requests related to software, hardware and network operations difficulties
- Accurately document calls and cases
- Keep customer aware of resolution steps
- Follow up Service Centre cases and requests to completion
- Provide clients with problem reference numbers and request numbers
- Enter all troubleshooting/resolution steps into the ticket
- Escalate tickets as needed if on-site support is required
- Resolve a minimum of 12 tickets per day
- Assist in cross training and communicate quick fixes
- Identify process efficiencies within the Service Centre and take corrective action to implement change
Requirements
- Associate's degree, professional certification(s), or license; 5+ years of related experience
- Relevant IT qualifications to a tertiary level
- 12 months
- 2 years IT Service Desk experience
- 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
- Working knowledge of data and voice network concepts
- ITIL Foundations Certification (preferred)
- Microsoft Desktop Administration certification (preferred)
- Analytical and diagnostic skills
Benefits
- unlimited paid time off
- 401(k) match
- comprehensive healthcare
- HSA matching
- ongoing learning opportunities