Ict Customer Support, Level 1, Epic

6 months ago

Winnipeg, Canada Bell Full time

A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.

New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.

The bottom line: we’re looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry.

**Job Title**:ICT Customer Support, Level 1, Epic,
**Location**:1750 & 1730 McGillivray. Winnipeg. MB
**Job Status**:Regular-Full Time

**Description**:
Epic specializes in the creation and management of information technology solutions for business. Our goal is to be the information technology partner of choice for each of our customers. We are proud to be part of the Bell MTS Family group of companies. We know Manitobans best and deliver a full suite of solutions that meets their unique needs and are focused on delivering the best experience at every interaction.

An ICT Customer Support Tier 1 is responsible for first-line support acting as the single point of contact for the entire organization. Timely and effective end user workstation deployment, support, maintenance and, warranty repair is provided through remote support. Remote monitoring and event actioning of network and server infrastructure to provide proactive and contractual support is also provided. Finding the fastest path to resolution is the primary objective in this role. This role will also assist in other information technology projects for Epic and its clients. This will be accomplished by using industry standard troubleshooting practices, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. This ICT Customer Support technician will be responsible for following standardized escalation procedures and communicating effectively with all other teams in the company.

**Duties and Responsibilities**:

- Resolve end-user IT incidents, problems, requests and standard changes. Including password resets, software support, hardware support network connectivity and so on
- Work with vendors and third parties on behalf of the end user to ensure best customer experience
- Follow standardized escalation procedures to ensure timely resolution of complex problems
- Assist technical resources by troubleshooting software, hardware, and network issues
- Where necessary, assist network technicians in installing network equipment
- Under the direction of a systems engineer or team leader; Participate in installs, moves, adds, and changes to network and systems access
- Accurately log work orders/Connect Wise tickets and resolutions; maintain vigilant maintenance of this process
- Compile, maintain, and file all repair records, reports, and other documents as required
- Always maintain a high degree of professionalism, courteousness, and friendliness
- This includes receiving all customer interactions and routing them to the correct group if they are unable to resolve. Attempt to resolve all end-user IT incidents, problems, requests and standard changes
- Follow standardized escalation procedures to ensure timely resolution of complex problems
- Assist technical resources by troubleshooting software, hardware, and network issues

**Qualifications**:

- High school diploma or equivalent, with a Technical college or university degree preferred, or an acceptable combination of education and relevant experience
- Education in Networking and Computer Technology, Computer and Information Systems Technology or equivalent is preferred
- Minimum experience required 1-2 years
- Able to quickly analyze issues and determine best course of action using available resources
- Sound judgment to escalate issues to senior members within the organization
- Excellent written, oral, and telephone communication skills

**Requirements**:

- Ability to work in a fast
- paced environment and under pressure
- Some experience in desktop/laptop repair is desired
- Excellent teamwork and customer service skills
- Service oriented, adaptable and resilient
- Excellent attention to detail, quality and control
- Ability to lift up to 50 lbs as required
- Overtime as required
- Clean Criminal Record Check (mandatory)

EPICjobs

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Non Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Manit

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