Help Desk Tier 2 IT Support

3 weeks ago

Edmonton, Canada FULLY MANAGED INC Full time

**Join our team**

Fully Managed by TELUS is a one-stop-shop for technology solutions that help businesses navigate and succeed in today's digital world of work. With decades of collective experience in IT, Fully Managed by TELUS provides companies with the technology support, expertise, and products and services they need to be productive and proactive - helping them work smarter, more securely and with greater efficiency.

The Fully Managed by TELUS team leads a diverse Managed Services portfolio in a fast-paced and entrepreneurial environment, providing a great place to learn and grow. We are the destination of choice for entrepreneurial data-driven people that enjoy a challenge. We have a culture and team members with values that focus on ownership, outcomes, curiosity, iteration and celebration.

**The impact you'll make and what we’ll accomplish together**

Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is Creating Peace Of Mind through better IT, customer and employee experiences to make workflow

**What you’ll do**
- Handle Tier 1 escalations
- Participate in rotating On-Call shifts for after hours
- Provide training and guidance for Tier 1 techs
- Onsite support as needed
- Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate
- Maintain accurate documentation of client networks, resolved issues, and client information
- Communicate ticket status and updates directly to clients
- Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
- Track time and submitting time sheets for work completed
- Perform other duties and tasks as required.

**What you bring**
- Ability to multi-task and adapt to changes in an extremely fast-paced environment
- Trouble shoot and investigation skills; especially in the face of poor to no documentation
- Excellent time management and ability to effectively prioritize issues
- Ability to handle emotions calmly and professionally during client interactions
- Prompt, reliable and willing to go above and beyond to exceed customer expectations

**Great-to-haves**
- Experience with ITIL service management concepts and methodologies and current or previous professional technology certifications
- Previous MSP (Managed Service Provider) experience
- Bilingual English & French

**Salary **$55,000-$75,000

**Interested?**

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

No recruiters and no phone calls please

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