Service Desk Administrator 1

Convergence Networks•Ottawa, ON

4d•Hybrid

About The Position

The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolving complex problems. This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

Requirements

Empathy, patience, and willingness to learn
IT background with a focus on network support, implementation, and remote as well as onsite support.
Familiarity with Active Directory and MS 365 Portal
Understanding of networking
Familiarity with Group Policy
Technical prowess
Documenting
Familiarity with a ticketing and RMM system
Familiarity with Event Viewer (checking for errors, reviewing logs)
Familiarity with Windows OS and common applications
Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
Experience using a triaging or priority system to gauge client issues and impact.
Apple OSX and iOS experience.
Ability to work effectively within a team as well as independently.
Understanding of managed services and the value offered over a typical break-fix environment.
Excellent communication (verbal and written)
Skilled at defusing high-stress situations and facilitating resolution to technical problems.
Willingness to learn, adjust, and grow with our company.
Self-starter with a positive attitude.
High school diploma or equivalent.
2+ years of relevant experience which may include Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

Nice To Haves

Associate’s degree/College diploma or higher in Information Technology.
Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.

Responsibilities

Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
Maintain accurate records on communication, resolution, assistance needed and follow-up.
Ensure customer satisfaction with service, communication and issue resolution.
Other relevant job duties as assigned.