Help Desk Tier 2 IT Support

3 weeks ago

London, Canada FULLY MANAGED INC Full time

**About Fully Managed**

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 #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

- Fanatical Service
- Absolute Accountability
- Inspiring our People
- Passion for Innovation
- Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

**Why Fully Managed**:
We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

- career growth and professional development by sponsoring your ServiceNow Certifications
- the technology you need to enhance your daily work,
- a team of like-minded professionals without ego that help each other grow and flourish
- a comprehensive benefit package, and
- paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

- a remote work environment,
- flexible hours, and a
- fitness subsidy.

**Key areas of responsibility**:

- Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time
- Primarily providing remote support, but also providing on-site support as required
- Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate
- Maintaining accurate documentation of client networks, resolved issues, and client information
- Communicating ticket status and updates directly to clients
- Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided
- Participating in team and company huddles to help ensure the success of the team and organization
- Pursuing two certification exams per year
- Being willing to work flexible hours when required to meet client deadlines
- Tracking time and submitting time sheets for work completed
- Performing other duties and tasks as required.

**Skill and knowledge requirements**

We’re flexible but these are a must:

- Proven ability to effectively manage a group of 10+ individuals
- Ability to multi-task and adapt to changes in an extremely fast-paced environment
- Demonstrated advanced skill in planning and preparing clear written communications
- Ability to calmly and professionally handle emotionally charged clients interactions
- Prompt, reliable and willing to do whatever it takes to exceed customer expectations

Assets
- University degree in computer science or equivalent experience
- Experience with ITIL service management concepts and methodologies and certification an asset
- Current or previous professional technology certifications
- Intimate knowledge of ConnectWise and ITGlue

**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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