Job Description

Hybrid position in Mississauga, ON

Responsibilities :-

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Perform user account management activities
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide knowledge transfer of EUC operations

Technical Requirements

· Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· PDA and blackberry support

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skills

Other Skills / Experience

· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

· Ability to learn new information quickly and the willingness to do so at all times.

· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

Years of Experience

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relevant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

Certification requirements

- Preferred MCP/MSCE/MSCA or HDI CSS

- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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