Your primary responsibility is providing information technical support to a variety of clients in a timely and professional manner. This will be accomplished through the following:
- Use of service ticketing system to track all requests to completion as well as job details
- Following documented processes
- Updating or suggesting updates to existing processes
- Provide end-user and infrastructure and business processes
Expectations
· Self-assign new requests from unassigned queue based on priority and ticket age
· Regularly follow-up with customers on open tickets assigned to you
· Track all job activity, email and verbal communication in ticketing system
· Provide remote support
· Provide onsite support when necessary, to be coordinated with support team
· Seek assistance in a timely manner if task at hand is not getting solved
· Escalate major outages or potentials widespread issues to management
Characteristics and Skills
- Professional demeanor
- Customer-centric
- Detail oriented
- Organizational skills and ability to prioritize
- Able to work independently
- Strong communication (oral/written) and interpersonal skills
- Seeks assistance or feedback when facing difficulty
- Enjoys problem solving
- Enjoys working in the Information Technology field
Education/Experience
- College or University level education
- Professional certification or aptitude for the Information Technology sector (demonstrated during interview)
- Directly relevant job experience
Job Types: Full-time, Permanent
Salary: $50,000.00-$75,000.00 per year
Job Type: Full-time
Salary: $55,000.00-$75,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care
- Work from home
Schedule:
Ability to commute/relocate:
- Guelph, ON: reliably commute or plan to relocate before starting work (preferred)
Experience:
- IT Support: 3 years (required)
Language:
Work Location: Hybrid remote in Guelph, ON
