AddressPurpose of Position:
Client Services provides 2nd tier problem resolution for desktop, laptop, mobile device and related peripherals. They maintain a secure and efficient work environment with a high level of hardware and software knowledge.
Key Responsibilities:
- Set up and support end user PC workstations, laptops, printers, peripherals, smart phones, Tablets, Cell Phone, Push to Talk, etc. with a focus on configuration item tracking.
- Install and support end user software and mobile applications in accordance with the licensing agreements.
- Provide 2nd level problem resolution for IT Services, employing a high degree of customer service, technical expertise, and timeliness in accordance with SLA. Supporting the local client base and clients in remote stations.
- Coordinate and complete Incident, Service and Change requests within service level agreements.
- Participate in department meeting and encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
- Provide onsite support for SOC Radio Equipment, assist and accompany vendor technicians.
- Provide Domain Administration of user account, internet access, network access and application access. Adding and managing computer objects and permissions.
- Create and maintain support documentation for specific software or hardware configurations.
- Ensure our IT security policies are enforced for all users.
- Participate in IT disaster event backup and recovery processes.
- Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
- Assist in the implementation of special projects as required and work with various members of the IT Department to ensure timely completion of Projects.
- Communicate issue resolution to the rest of the Client Support team.
- Ensure support documentation is up to date for all Client Support related articles.
- Record all request in our ITSM/ Service Desk software and process final stage self service requests.
- Perform 1st Tier support for IT services for our Chorus customers.
- Ensure all requests are responded to verbally or electronically.
- Redirecting customers to the appropriate resources when necessary. Escalate requests to appropriate staff based on established guidelines and procedures.
- Provide over-the-phone support to customers and provide backfill for Service Desk Analyst position.
- Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.
- Other related duties as assigned.
- Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
Qualifications:
- 3 to 5 years of work experience in an information systems environment is preferred.
- Technical college/university graduate, with strong technical skills preferred.
- Microsoft Certification preferred. (e.g. Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Office 365 certification or A+ Certification would be an asset.)
- Experience with mobile devices - hardware, applications, mobile device management, wifi and other related systems considered a strong asset.
- Technical and non-technical communication skills.
- Excellent interpersonal skills.
- Knowledge and experience with desktop/printer administration and support, LANs, email systems administration, client/server applications, terminal emulation, etc.
- Excellent troubleshooting and problem-solving skills.
- Experience in IT with emphasis on desktop support, LANs and email support would be an asset.
We strive to hire candidates with diverse abilities. We want to ensure that you are prepared for success and therefore request that you please let us know at [email protected] if you require an accommodation during the recruitment process.
Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view. To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer. We empower our people to foster an internal culture of inclusion, creating safe workspaces where everyone can be their authentic self. Meeting the needs of our diverse passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.
