Deskside Technician

BrokerLink•Ottawa, ON

1d•CA$59,300 - CA$72,500•Onsite

About The Position

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present. We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism. We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements! Pay at BrokerLink is about much more than just salary. - Flexible work arrangements - Multiple benefits offered to support physical and mental wellbeing, Wellness account and much more - Share plan & other savings Salary range (but not limited to): 59,300 - 72,500 Incentive plan Annual bonus: 7.5% target, based on the base salary, with a potential payout of to 200% (subject to personal and company performance) As part of our commitment to Win As A Team, we share our success with employees through our incentive programs and Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions. Our Group RRSP, with company matching DPSP offerings provide flexibility and long-term security for our employees beyond their careers. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, location etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. About the role We are looking for a Deskside Technician to join BrokerLink work out of our Ottawa Office on a Permanent FT Basis.

Requirements

University Degree or College Diploma in related discipline or applicable professional experience
Experience that demonstrates the importance behind detailed incident logging
Excellent English communication skills (verbal and written)
Team player, self-starter, and ability to think and resolve issues independently
Ability to set the appropriate priorities to new and existing workload
Excellent customer service orientation and ability to collaborate.
Excellent written and verbal communication skills, adapting to fit audience and message.
High degree of professionalism, with demonstrated ability to live our values.
Experience with Incident Management Systems, Remote Support Tools and Microsoft office productivity and suites
Valid driver’s license recommended

Nice To Haves

Preference given to those with Azure certifications, or equivalent work experience
Preference given to those with Webex or other telephony management tools, or work experience

Responsibilities

Installs, configures, maintains, and supports all end user devices and software
Creates and maintains documentation including network diagrams and SOPs
Provides end-user technical support and training
Can assist with hardware and software product research, evaluation, and procurement
Demonstrates excellent interpersonal communication skills
Triage, action and respond to assigned tickets triaged from Tier 1 Support
Support issues with, Telephony equipment, software functions and access
Onboarding and off boarding end user devices & telephony set up
Troubleshoots, diagnoses, and resolves hardware, software, and other network problems
Assist in updating and preserve computer inventory and surplus equipment
Sustain and fix issues with Video systems and other computing equipment
Assist in testing and deployment of new applications and systems
Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner
Resolve issues by conducting problem analysis to implement temporary or permanent solutions
Meet and maintain, assigned team and individual key performance metrics including organizational SLA metrics