About this role
• Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships • Deal with tickets escalated from tier 1, and mentor staff at tier 1 • Interact with clients remotely via telephone (60%) and in person at their locations (40%) • Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment • Work with vendor support on behalf of our clients to ensure their support issues are resolved • Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating • Use, update and contribute content to our internal knowledge base • Client site visits to resolve issues within skillset • Implementation projects as required and able, such as desktop deployments • Maintain a calm and professional attitude even when dealing with stressful situations • Earn the trust and respect of clients • Works on obtaining industry certifications to further career path • Time entry in real time
• Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute • At least 3 years of experience in a Help Desk or System Administration role • Preference will be given to candidates who have previous been employed at a Managed Services Provider • Relevant industry certifications are an asset • Experience with Windows desktop and server support and networking • Strong and effective oral and written communicator • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision • Professional, responsive, and positive work attitude is essential
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.