1st Line IT Support Advisor

2 weeks ago


Ottawa, Ontario, Canada Sectech Solutions Full time

1st Line IT Support Advisor

On-Site working (Ottawa, Canada)

12 month contract

Day Rates Negotiable

Our client is an IT consultancy based in Ottawa that works with numerous end clients across a wide variety of industries. Due to continued growth and expansion, they are looking to expand their team of IT Support Advisors.

Reporting to the Assistant Director, you will be dealing with software and hardware issues for their end clients, along with the following responsibilities:-

  • Services The Consultant will be responsible for providing the following Services to the client, under the direction of the Assistant Director of end User Support.
  • Provide first-level investigation and diagnosis for hardware and software issues
  • Log all user interactions (incoming and outgoing) into the customer's call-management system
  • Establish a course of action to correct issues, provide information to users
  • Install, move or set up, and provide ongoing support and troubleshooting assistance to all company employees for desktop, laptop and/or peripherals
  • Provide deskside support for calls that cannot be resolved over the telephone or via remote management
  • Deliver the highest quality of customer service to the users within service levels
  • Participate in the creation and ongoing maintenance of a knowledge base on technical issues

Skills/Experience

  • University degree or a college diploma in information technology
  • A minimum of one (1) year of recent work experience in an information technology service desk, operational environment
  • A minimum of three (3) years of demonstrated customer service experience Additional Qualifications The following will also be considered:
  • Excellent communication skills and pleasant telephone manners
  • Demonstrated experience interacting with individuals at various levels in an organization

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