WHAT YOU'LL DO:

• Technical Support: Serve as the first point of contact for end users seeking technical assistance via the ticketing system, Teams, or email. Provide technical support for hardware, software, and network issues.
• Problem Resolution: Determine the best solution based on the issue and details provided by customers and existing SOPs and Run Books. Walk end users through the problem-solving process in a kind and patient manner.
• Escalation: Direct unresolved issues to the next level of support personnel on the service desk with detailed documentation of the work already done.
• Information Provision: Provide accurate information on IT products or services within the organization to end users.
• Documentation: Record events, problems, and their resolutions in logs and tickets to create SOPs and reports. Ensure all technical issues and solutions are documented thoroughly.
• Customer Follow-Up: Follow up and update customer status and information for long-term projects and tickets. Maintain communication with customers to ensure satisfaction and resolution of issues.
• Feedback Management: Pass on any feedback or suggestions by customers to the appropriate internal team members to improve processes.
• Process Improvement: Identify and suggest possible improvements to procedures to enhance service delivery and efficiency.
• Ticket Management: Ensure that ticket queues are cleaned out at the end of each day and sort all incoming tickets. Prioritize and manage multiple open issues at once.
• On-Site Support: Assist with physical projects on-site, including mounting servers, running cables, setting up IT gear on desks. Provide hands-on support for hardware installations and configurations.
• Imaging and Deployment: Image computers and assist with IT projects as needed. Ensure all devices are correctly configured and deployed according to organizational standards.
• Training and Development: Stay updated with the latest industry trends and technologies. Participate in continuous training and development opportunities to enhance skills.
• Other Duties: Perform other duties as assigned and trained on, contributing to the overall efficiency and effectiveness of the IT department.

PROJECTS YOU MIGHT WORK ON:

• Collaborate with the IT Services team on deploying and configuring new hardware and software solutions.
• Support the implementation of IT automation projects to streamline processes and improve efficiency.
• Assist in managing enterprise operations queues, including assigning tickets and flagging major issues to appropriate staff and channels.
• Manage ADO projects assigned to you, including supporting IT services and infrastructure manual labour in the DC office such as plugging and unplugging cables, moving equipment, taking deliveries, and other tasks under IT Ops Manager supervision.
• Serve as the primary scheduler and assistant to the IT Ops Manager with special duties assigned by them.
• Report progress and queue health on a weekly basis to the IT Ops Manager in DC.
• Manage DC asset inventory for IT items such as laptops and monitors.

REQUIRED QUALIFICATIONS:

• Experience:
• Proven experience as a help desk technician or in another customer support role, with a focus on IT services.
• Experience in triaging issues and understanding how to escalate tickets to other teams.


• Technical Skills:
• Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues.
• Proficient in using office automation products, databases, and remote control tools.
• Experience troubleshooting both Linux and Microsoft machines.
• Experience working with Atlassian products and knowledge of Azure DevOps (ADO).


• Communication and Interpersonal Skills:
• Excellent communication skills, both written and verbal, to effectively interact with end users and internal teams.
• Ability to walk end users through the problem-solving process in a kind and patient manner.
• Customer-oriented with a cool-tempered approach to handling support requests.


• Documentation and Process Management:
• Ability to record events, problems, and their resolutions in logs and tickets thoroughly.
• Skill in identifying and suggesting possible improvements to procedures.
• Proficiency in maintaining and cleaning out ticket queues daily.


• Certifications and Education:
• A+ certification is required.
• BSc/BA in IT, Computer Science, or a relevant field is preferred. Experience and/or certifications are valued over a degree.

PREFERRED QUALIFICATIONS:

• Tech-savvy with a good understanding of computer systems, mobile devices, and other tech products.
• Ability to handle physical projects, including mounting servers, running cables, and setting up IT gear on desks.
• Willingness to image computers and assist with IT projects where needed.
• Enthusiasm for continuous learning and professional development.