Ioc Support Agent

2 weeks ago

Greater Toronto Area, Canada Crescendo Technology Full time

**Job title**: IOC Support Agent

**Reports to**: IOC Team Lead

**Job Location: Yonge/ Sheppard - GTA - Onsite**

**Job Purpose**

As an IOC Support Agent you are the first point of contact for all IT related questions and issues within the company. You understand that not all users are technical and strive to assist them in a customer friendly manner. You are well capable to communicate with multiple users and assist them to solve technical issues on their desktops, laptops or servers, according to predefined SLAs. You are strong at troubleshooting, reproducing and escalating issues to the right teams, based on predefined procedures and the conclusion of your own preliminary observations.

**Duties and Responsibilities**
- Monitor and maintain computer systems and networks
- Build user laptops and desktops and set up workstations as required
- Maintain IT inventory system by tracking equipment provided or received from users
- Troubleshoot and resolve issues on desktops, laptops, and servers, escalating to Tier 2 teams when necessary
- Monitor internal communication channels and assist with inter-team communication during incidents or maintenance
- Perform actions requested by other IT teams or departments during incidents or maintenance
- Collaborate with purchasing department to source IT equipment for users on demand
- Receive, verify, and register equipment ordered in bulk via the IT inventory system
- Perform other duties or tasks as assigned by the IOC Support Agent.

**Competencies, Skills, and Experience**
- Communications and Customer Service. Strong ability to communicate and assist with multiple users within a short timeframe
- Ability to determine root cause, resolution or appropriate escalation path in timely fashion
- Ability to manage user expectations through clear verbal and written communication in English
- Ability to communicate clearly and effectively under pressure
- Strong ability to follow procedures and instructions under pressure
- Strong team player also able to work independently when needed

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