Intern, Technical Support Analyst

2 weeks ago

Toronto, Ontario, Canada Dream Full time

Dream is looking to welcome its latest Technical Support Intern for Summer/Fall Month Term)

We are always looking for the best and brightest to join our thriving community. Dream's Technology & Transformation team is currently looking for an Intern, Technical Support to support our company wide technology operations.

Who am I?

Don't worry, we won't make you do coffee runs or photocopy. As the successful candidate you are not afraid to get out of your comfort zone, whether it is taking on new tasks or actively participating and collaborating in our meetings. You have been steadily deepening your knowledge in the field and want to work with a company that has an environment where your knowledge and skills can be applied and developed.

The successful candidate wants to work on something meaningful and work with a team that is innovative, fun, and always challenging the status quo.

We want you on board because you are keen on learning from our dynamic team. In other words, we care about bringing in an entrepreneurial thinker who is looking for opportunities to learn, work hard, and have fun.

What experience will I gain?

Below are some of the primary responsibilities you will be taking on in this role:

Perform first level triage support via phone, email and deskside. Assist with organizing our support ticket inbox to better field requests efficiently. Logging tickets in our Service Now ticketing system and ensuring that proper details and troubleshooting steps are input for level 2 escalations as needed. Assisting our Support Centre team with in-office setups and moves as well as working with the senior members of the Support Centre team to assist with new employee setups. Meeting room technology setup and support – Checking each meeting room to ensure all technology is online before meetings begin for the day. Working with Support Centre and Level 2 support for exec meeting setups and troubleshooting. Helping our team ensure that all printers are online and accessible on each floor our corporate office, as well as remote sites. Assisting the team in keeping the IT storage room clean and organized. Ensure that new equipment received is logged and tracked in our asset management system. Project Support – Support the Senior Support Centre team with any project deliverables, from mobile phone deployments, laptop refreshes, software installs/un-installs etc. Work with Support Centre staff and Office Services to coordinate equipment shipments and equipment retrievals. This is for employee on-boarding and off-boarding. Other duties as needed by management and team members.

What type of experience and qualifications do I have?

These are some of the things we would like you to bring to the table:

Currently pursuing a College diploma or University degree in IT related Studies. Experience in support, installation, and repair of computer equipment along with experience in software evaluation, configuration Knowledge of the Microsoft Windows 10 Operating System, Microsoft Office 365, SharePoint, Microsoft Teams, OneDrive, and other Microsoft products is an asset. Basic networking experience and knowledge of Internet access protocols (i.e., TCP/IP, LAN/WAN protocols, switches, and Internet circuits). Experience with mobile devices such as iPhone (iOS) and Android platforms with regards to email setup, configuration and troubleshooting. Experience with Cisco WebEx videoconferencing is an asset. A strong independent work ethic Excellent troubleshooting abilities with the ability to learn new concepts, products, and technologies quickly. Excellent understanding of customer service including managing internal relationships. Exceptional organization, communication, and time management skills.

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