Entry Level IT Technical Support and Delivery Person

3 months ago

Greater Toronto Area, Canada Koo Inc. Full time

Job Title: Level 1 Field Tech

**General Summary**

The Level 1 Field Tech is an entry-level technical support role at Koo whose primary responsibility is to provide on-site first-level diagnosis and escalation for our clients. This is a client-facing role, interacting with people of all levels in our client’s offices. Daily this role consists of driving from client sites to our office, dropping off, or picking up technologies and administrative paperwork.

The Level 1 Field Tech will also have responsibility for documenting all identified issues and tasks using our ticketing system. This position, although entry-level, is expected to morph into Level 2 and above support by completing select training and following peer mentoring.

This position is part of an on-call rotation. During the on-call period, the individual is expected to respond to client requests and urgent server alerts on time, according to the defined on-call policy.

Koo offers a competitive compensation package.

**Responsibilities**:

- Provide onsite entry-level diagnostics and escalation of client issues through our ticket board.
- Drop off and integrate essential technologies under the guidance of our support staff and Koo best practices.
- Pick up hardware and or administrative paperwork.
- Participate in projects, moves, additions, and changes to network and systems access for new, moving, or changing clients.
- Ensure that all work in the department is performed following company policies, best practices, and standards.
- Maintain all required certifications and training programs and dedicate daily time towards growing IT knowledge through additional certifications.
- Document ticket progress and resolution notes for client billing or review.
- Meet client service level agreement targets while maintaining a high level of client service.
- Perform other duties as assigned.

**Experience and Requirements**:

- Some relevant IT experience with a solid aptitude for technology.
- A clear understanding of your limits.
- Level 1 experience in diagnosing and troubleshooting.
- Customer service experience with a definite positive patient attitude.
- Excellent written and verbal communication skills, including the ability to gather relevant information and share information with end users.
- Flexible schedule, including after hours.
- Consistent and concise documentation skills.
- Able to manage and prioritize tasks and time efficiently.
- Passion for technology and learning.
- Team-focused attitude and enjoys working in a collaborative environment.
- Must have a reliable car and expect to visit clients or be in the office daily.

**Required**
- Car to travel on-site to clients in the GTA as required.

**Salary**: From $55,000.00 per year

**Benefits**:

- Automobile allowance
- Flexible schedule
- On-site parking
- Tuition reimbursement
- Work from home

Schedule:

- Evening shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay

Application question(s):

- Do you own a vehicle?

Work Location: In person

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