L2 Helpdesk –Technical Support Representative

Location Calgary, Canada
JobType Permanent
Salary
Reference 15214

Job Title: L2  Helpdesk  –Technical Support Representative

Type: Permanent

Location: Calgary Alberta

Start Date: July 26, 2021

Days/Hours: Monday to Friday/ 8:30 AM to 5:00 PM

Hours/Week: 40

Salary Range: $50,000.00 to $65,000.00 annually

Reports To: End Client Site Manager

Overview
We are seeking an intermediate technician to fill the role of helpdesk representative at our fast paced and friendly company. The position is full time, 8am to 5pm Monday to Friday. Overtime opportunities are available.

The primary focus of the position is coordination of technical services delivery to our clients. Duties will include telephone and remote support, remote network monitoring, triage and escalation of support calls including scheduling client site visits for technical staff, call tracking and follow-up, and general services logistics.

Job duties

  • Provide first and second level technical support to clients, including general network administration, laptop, desktop, server troubleshooting, and application software support. Initial diagnosis / repair of client issues via telephone and through remote connections, or escalation to senior resources. The ITeam strives to solve most support calls on first contact so our NOC staff are more skilled than most of our competitors.
  • Respond to technical related emails, telephone calls and voicemail
  • Review/Track/manage alerts from our remote network monitoring service
  • Dispatching of technical resources to client sites, with associated priority setting, problem tracking and client follow-up
  • Logistics / Parts Ordering for service calls

Requirements

  • Post secondary degree or diploma with an Information Technology focus or equivalent experience
  • 5 or more years of related and progressive experience
  • Knowledge of remote support architecture
  • Strong IT background or general knowledge
  • Resolve problems using logical thought processes, technical acumen, electronic tools, manuals and technical support documentation.
  • Ability to multi-task and flexibility to take on varied responsibilities
  • Demonstrated customer service skills
  • Excellent telephone etiquette
  • Excellent time-management and organizational skills
  • Well developed ability to track and manage details
  • Able to work independently with little or no supervision
  • Exercise good judgment to proactively and independently solve problems and make decisions
  • Impeccable verbal and written English
  • Commitment to effective and appropriate communication at all levels

Required Experience

  • Windows 10 administration
  • Active Directory administration
  • Windows Server administration (high level)
  • Network and Firewall topology understanding
  • Office 365 administration
  • Backup technologies knowledge

Job Type: Full-time

Additional pay:

  • Overtime pay

Benefits:

  • Disability insurance
  • Employee assistance program
  • Wellness program

Schedule:

  • 8 hour shift
  • Overtime

Application question(s):

  • Are you currently located in Calgary, AB?

Experience:

  • IT progressive: 5 years (required)

Licence/Certification:

  • Driver's license (preferred)

Work remotely:

  • Temporarily due to COVID-19