IT Support, Technician

Desjardins • Mississauga, ON

6d • Remote

About The Position

The role of IT support technician provides user support and assistance for IT system applications, including installation, configuration, best practices, issue resolution, service request management, and IT and technical incident management. You help keep IT equipment up and running, particularly through server administration. Primary role is situated in an IT call centre environment, guided by Experts, Coaches, IT Management and Workforce Management (WFM) scheduling. You serve as technical team collaborator and provide discipline-specific support for your unit’s activities, initiatives and processes. The ability to tailor your approach as needed is therefore essential. You research and analyze processes, information management and data processing. You draw on your sound decision-making skills to solve technical problems and help develop and improve methods and procedures. More specifically, you will be required to:
Engage in a call centre team environment to provide front-line technical support for service requests and technology incidents reported by users
Support calls, chats and web ticket contact types from users
Resolve requests and incidents or process service requests according to established standards and escalate to specialized solution areas as required
Provide users and internal partners with a high level of customer service
Contribute to collaborative solutions and support our culture
Foster process improvement and our evolution of IT

Requirements

• College diploma in a related field
• A minimum of two years of IT experience
• Call centre/help desk experience
• Strong communication skills in both French and English, both oral and written
• Available to work for position supports Call Centre Hours - Monday - Friday: 6:30 a.m. - 8:00 p.m. EST, and Saturday 8:00 a.m. - 5:00 p.m. EST (Rotational shifts).
• Coverage for some Statutory Holidays may be required to service business areas
• Action oriented
• Customer Focus
• Decision quality
• Situational adaptability
• Tech savvy

Nice To Haves

• Other combinations of qualifications and relevant experience may be considered

Responsibilities

• Engage in a call centre team environment to provide front-line technical support for service requests and technology incidents reported by users
• Support calls, chats and web ticket contact types from users
• Resolve requests and incidents or process service requests according to established standards and escalate to specialized solution areas as required
• Provide users and internal partners with a high level of customer service
• Contribute to collaborative solutions and support our culture
• Foster process improvement and our evolution of IT
• Server administration
• Research and analyze processes, information management and data processing
• Solve technical problems and help develop and improve methods and procedures

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree