IT Help Desk II

Wajax • Edmonton, AB

10d • CA$65,000 - CA$75,000

About The Position

The role oversees and maintains various unified communication systems and services. This includes but is not limited to telephony, video conferencing, collaboration tools, physical and softphones. The support agent is tasked with administrating and supporting these technologies to ensure seamless operation and effective communication within the organization.

Requirements

• College or University Degree (BA in Information Technology)
• Strong TCP/IP and routing knowledge (TCP/UDP/IP/ICMP/etc.)
• 4-5 years of IT help desk experience.
• Experience with Windows operating systems and user account management.
• Hardware and software knowledge of password management; good understanding of computer systems, mobile devices and other tech products.
• Telecom systems build
• Sound knowledge in ITSM cloud-based ticketing systems, i.e., FreshService.

Nice To Haves

• ITIL Ver4 is considered an asset
• Preferred Telephony: Cisco communications platform; integrated VOIP telephone solutions; telephony system engineering.

Responsibilities

• Develops and maintains technical standards and procedures for resolving voice service issues to ensure maximum system availability and performance levels.
• Installation and maintenance of digital, VOIP, and video telephony product offerings.
• Work with SIP trunks, PRI’s and analog lines for PBX and VOIP phone systems both hosted and on-premises based.
• Provide updates regarding the performance and availability of unified communications and network infrastructure and proactively work to resolve problems.
• Performs remote troubleshooting to diagnose and resolve technical troubleshooting application and system errors using various tools and methods.
• The agent will work closely with IT management and other functional groups to design, develop, deploy, and administer communication systems and services.
• Lead architectural and design of communication services, including auto attendant, porting lines, and call flow changes for branch moves, mergers, and integrations with other systems, enhancements, etc.
• Participates in product evaluations, systems testing, and product lifecycle management.
• Participates in scheduled and unscheduled system maintenance, including change management and on-call and off-hour systems support.
• Adhere to helpdesk policies and procedures to address incoming incidents/service tickets, including categorization, prioritization, resolution and/or escalation.
• Proactively follow up and update customer status on open IT tickets.
• Provide quick resolution and excellent customer service.
• Mentoring other IT help desk personnel on hardware and software problem analysis and resolution.
• Provides and delegates tasks as they relate to workloads.
• Attend assigned training sessions, learn, and demonstrate learned expertise within the role.
• Other duties and responsibilities as required.

Benefits

• Competitive pay
• Comprehensive benefits
• Learning and development
• Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums)
• Health spending account
• Wajax led e-learning, and product training through industry leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
• Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
• Award-Winning Health and Wellness Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level