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SalaryWe are looking to add some amazing people, like yourself, to our already amazing team. Are you looking for a new opportunity to advance your career? As one of Canada’s Fastest Growing Companies we provide opportunities to grow professionally, make lifelong friendships and experience the excitement of growth.
Service Desk Technician - Live Support
We want everyone to love what they do. If you're looking for a career that allows you to help people, utilize your technology skill, build friendships with like-minded peers, enjoy where you work, and be part of one of Canada's Fastest Growing Companies, please read on.
About the Position
We're looking for an amazing, quick-thinking, well-rounded technician to join our Live Support team.
Live Support is a small elite team within our support team who have amazing communication and customer service delivery skills.
As part of the Live Support team you be routed calls from users who are unable to work. You will be tasked with resolving a broad range of incidents from OS/application, printing and connectivity issues, to how-to problems.
In this position you will work remotely, except for times where you are scheduled for Proactive and Reactive Client visits.
Responsibilities
- Answer/respond to live calls as they come in
- Assist users by troubleshooting incidents
- Troubleshoot/resolve
- Be first line of calls, email, and chat
- Provide impeccable customer service
- Triage service requests to our service request team
- Collaborate with your team members and work together to help each other solve incidents
- Follow standardized procedures when applicable
- Be available for Proactive and Reacitve site visits anywhere on the island (all travel expenses and milage are reimbursed)
Requirements
- Fluent, clear spoken English
- Excellent written English (to create clear, concise, client-facing communications)
- Excellent verbal/written communication and interpersonal skills
- Resourcefulness to find answers and solve problems
- 3+ years' experience working in a helpdesk or multi-person IT team
- Intermediate-level experience with
- Microsoft Windows desktop operating systems
- Microsoft Office
- Apple OSX
- Apple iOS
- Android OS
- Beneficial experience with
- BlackBerry
- Windows Phone
- QuickBooks / Sage 50 / Sage 300
- Microsoft Active Directory user management
- Improve your skills by passing one or more certifications each year
Benefits!
- Medical, dental and vision coverage
- Short and long-term disability coverage and life insurance
- Group RRSP (with corporate contributions)
- 10 days plus 5 Sick Days + your birthday off
- 10% of your week allocated to education/certification
- Afterhours social / team building events
About happier ITWe are a rapidly growing family of highly motivated, hard-working, and fun-loving professionals, who are dedicated to taking our clients' IT to the next level. Our clients are businesses and not-for-profit organizations, typically with 25-250 computers, who believe that technology can improve their organizations, and need people with the expertise to help them to realize that dream.
We've been around since 1996, and have grown consistently since then; placing us on lists such as BC's 100 Fastest Growing Companies, Profit Magazine's list of Canada's Top 200/500 Fastest Growing Companies, and industry lists like the MSP Mentor Global 501, which ranks the top 501 IT service providers in the world.
We are striving to make happier IT an amazing, sought-after place to work. Of course we offer a wonderful, ever-growing number of benefits, perks and amenities, but that's just 'Window Dressing'. To be excited about going to work also requires a comfortable work environment, great friends/coworkers, the tools/resources to do your job well, the ability to contribute, and to maintain a sustainable work/life balance. Culture is very important to us, and we're hard at work making sure life at happier IT ticks all of these boxes.
Job Type: Full-time
Salary: $50,000.00-$60,000.00 per year
Work Location: In person
