IT Support Specialist
Support Centre, Ingersoll
As an IT Service Desk Specialist, you will provide top-tier technical support to Team Members by resolving hardware, software, and system issues. Your role will involve assisting with inquiries, troubleshooting, and ensuring that our IT systems remain operational. You'll be the go-to person for handling technology challenges, providing exceptional customer service, and helping keep our digital operations running smoothly. This position is ideal for someone who is passionate about technology, enjoys problem-solving, and loves supporting others.
Helping Canadians Get Ahead
Benefits:
Benefits Package including Health and Dental coverage + more
Employee Assistance Program (EAP)
Employee Purchase Program (deals deals deals!)
Birthday off with pay
Ministry Certification(s) available
Future ownership opportunities; Employee Stock Ownership Plan
RESPONSIBILITIES
First Point of Contact: Serve as the initial contact for Team Members needing technical assistance via phone, email, or in person.
Technical Support: Diagnose, research, and resolve technical issues related to hardware, software, and computer systems.
Customer Assistance: Provide guidance to end users on how to resolve technical problems, offering clear and concise instructions.
Escalation Support: Collect relevant information and escalate unresolved issues to Tier 2 or Tier 3 support when needed.
Maintain Service Levels: Ensure the highest standard of customer service is maintained throughout all interactions.
IT Products and Services Guidance: Advise Team Members on IT products, services, and appropriate actions to resolve issues.
Documentation and Reporting: Create and maintain documentation for internal use, including IT procedures and user guides for both IT and non-IT Team Members.
Ticket Management: Open, manage, and close tickets in the IT ticketing system, and communicate with the necessary personnel as needed.
Server Monitoring: Monitor server notifications and respond to alerts as they arise.
Training Content: Work with internal stakeholders to help develop and maintain accurate and effective training materials for Team Members.
Escalation of Urgent Issues: Identify and escalate situations requiring immediate attention to minimize operational disruptions.
QUALIFICATIONS
Technical Knowledge: Familiarity with Windows 10 & 11, Android devices, and basic M365 troubleshooting.
Experience with IT Systems: Experience in account unlocks/reset (Active Directory, M365), VPN and remote access troubleshooting.
Customer Service Skills: Strong communication skills, with a focus on providing exceptional service to users.
Problem-Solving: Ability to think critically and resolve technical issues efficiently.
Team Player: Ability to work independently and as part of a team, contributing to the overall success of the IT department.
Passion for Technology: A strong interest in technology and a willingness to learn and grow in the IT field.
Interested applicants should submit their resume via this ad. We appreciate all interested applicants, however, only those selected for an interview will be contacted. This position is for an existing vacancy.
We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
