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IT Client Support Specialist

3 months ago

Etobicoke, Ontario, Canada Nuvollo Full time

Position summary
-
Fluent in English (verbal and written)

  • Provide support to endusers, escalate more complex issues when appropriate.
  • Follow standard helpdesk procedure, including using our ticketing system.
  • Route unresolved issues to appropriate team members for further investigation and resolution
  • Respond to assigned help desk tickets, support and troubleshoot technical requests.
  • Day to day project support on multiple initiatives
  • Install and maintain computer equipment and peripheral hardware and software.
  • Prepare and install all equipment and software for new and existing users.
  • Meet SLAs like response and resolution times by partnering within L2, and Expert teams.
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
  • Partner with Technical Support team members on various strategic projects when needed.
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Run monitoring reports for usage, performance, and/or availability.
  • Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team.

Requirements:

  • Practical knowledge of workstation management and troubleshooting
  • Experience with Windows operating systems including installation, recovery, and update.
  • O365 Migration handson experience
  • Excellent communication skills
  • Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
  • Logical thinker
  • Good analytical and problemsolving skills
  • Excellent interpersonal skills with the ability to work as a team member.
  • Ability to interact with users in a clear and courteous manner.
  • Ability to prioritize tasks at hand.

Training and Experience

  • 5+ years' experience in help desk, IT support, or its equivalent.
  • 5+ years of general IT experience
  • Good experience in Customer Service
  • Diploma/Degree in Information Technology or related field.
  • ConnectWise Manage/Automate experience is a plus.

Benefits:

  • Onsite parking
  • Vision care

Schedule:

  • Monday to Friday
  • Weekends as needed

Supplemental pay types:

  • Overtime pay
  • Retention bonus

Experience:

  • IT support: 5 years (required)

Licence/Certification:

  • CompTIA A+ (preferred)

Work Location:
In person