Entry Level IT Helpdesk Technician (Remote Canada)
About The Position
Are you excited to help power the productivity of every Yelper globally? The IT Helpdesk team provides tech support to our Yelp offices worldwide. We solve technical challenges daily while providing customer support to employees across all of our regions! As an IT Helpdesk Technician, your primary responsibilities will be to triage all support requests, resolve issues and escalate issues to the appropriate teams. Working on our global IT Helpdesk team, you will also help us provide excellent customer service to our employees in their goal to connect people with great local businesses! This opportunity requires you to be located in the Eastern time zone of Canada. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.
Requirements
- Excellent customer service skills with a collaborative attitude.
- Willingness to learn new technologies or working knowledge with Google Apps, Office 365 for Mac and PC, Active Directory, software based telephony, Jira service desk, SSO, etc.
- Familiarity with writing technical documentation.
- Being action oriented with a strong understanding of ticket process, workflow and queue management.
- Ability to work both independently and within a team environment.
- Ability to prioritize and address multiple tasks in a dynamic and high-paced work environment.
Nice To Haves
- Previous helpdesk experience is an asset.
Responsibilities
- Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.
- Identify, troubleshoot, and resolve hardware and software problems or escalate, if required.
- Be familiar with Service Level Agreements (SLAs) and proper response times.
- Use phone, chat and inbound ticket queue to handle global employee IT service requests.
- Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime.
- Participate on Helpdesk team projects and ensure they are completed on time and to specifications.
Benefits
- The compensation range for this role is between $53,000 and $65,000.
- Option to be fully remote in locations within Canada’s Eastern time zones.
- Yelp's five star benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
