Level 1 IT Support

2 weeks ago


Ottawa, Canada Eclaro Full time

**About The Role**

From employees to clients, we strive to build lifelong personal relationships that are far more than just "business". We believe in being good people, doing a great job, and doing the right thing. Because for us, it's personal.

The **Support Technician** will serve as the first point of contact for employees seeking technical assistance for computing and phone issues. Your experience combined with your drive to deliver excellent customer satisfaction and first-contact resolution will allow you to make an impact at NFP.

**What You’ll Do**
- Receive incoming incident and service requests from the ticketing system
- Maintain and troubleshoot PC network connectivity in order to provide maximum uptime
- Follow standard Support Technician operating procedures, accurately log all support technician requests using call tracking software
- Setup and Test PC’s for new and/or existing users
- Research and make recommendations for new software and hardware as needed
- Respond to user hardware and software problems
- Test and document corporate initiatives as assigned by Manager
- Assist with management of mobile devices
- Escalate unresolved issues to the next level of support

**What You Bring**
- Fully Bilingual in English and French (both written and spoken)
- Thorough knowledge of Windows Operating Systems (Windows 7&10)
- Thorough knowledge of Microsoft Office (2013/2016/365)
- Experience with Azure Active Directory & Active Directory management
- Enterprise Level - Antivirus Experience & VPN Experience
- Experience with Multi-Factor Authorization (MFA)
- Experience with multiple technologies including operating systems, wireless networks, security software, imaging software, and databases
- Familiarity with mobile devices (smartphones/tablets)
- Experience with PC hardware build and troubleshooting
- Ability to train new individuals, transfer knowledge and assume new responsibilities
- Strong attention to detail
- Strong communication skills including active listening skills, reading and writing detailed yet concise responses to inquires
- Conceptual thinker - Able to ignore extraneous info, think critically and formulate an effective course of action

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: $30.00-$34.14 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Information Technology: 3 years (preferred)
- Technical Support: 3 years (preferred)
- Windows Operating System: 3 years (preferred)
- Mobile Support: 2 years (preferred)



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