Service Desk Technician Ii

7 days ago

Edmonton, Canada Framewerx Inc Full time

**Service Desk Technician II**

Job Title: Service Desk Technician II

Reports to: Operations Manager

Travel Requirements:

- Travel as required and annual business events.

Job Location:

- Hybrid Office

About Framewerx

Framewerx distinguishes itself as an equal opportunity employer and a leading MSP. We maintain a robust cluster of datacenter equipment, specializing in hosting and VDI environments. Our dedicated in-house development team creates unique SaaS toolsets, ensuring we stay at the forefront of technology. At Framewerx, we are committed to delivering cutting-edge solutions with a people-first focus.

General Summary

The Service Desk I position serves as the primary contact point for clients seeking technical support. This role is essential for managing client interactions, delivering first-level support, and ensuring timely resolution of issues. Responsibilities include addressing a wide range of IT-related problems, from basic troubleshooting to escalating complex issues to higher-level support.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:
Technical Competencies
- Problem Solving:
oAbility to diagnose and resolve technical issues efficiently.

oUse logical and analytical thinking to troubleshoot problems.
- Technical Proficiency:
oSolid understanding of common operating systems (Windows, macOS, Linux).

oExperience with remote support tools and techniques.
- Attention to Detail:
oPrecision in executing technical tasks and documenting processes.

oCareful review of work to avoid errors and ensure accuracy.

Interpersonal Competencies
- Communication Skills:
oClear and effective verbal and written communication.

oAbility to explain technical concepts to non-technical users.
- Customer Service Orientation:
oStrong focus on providing excellent customer service.

oPatience and empathy when addressing user concerns and frustrations.
- Active Listening:
oAttentiveness to clients’ issues and concerns.

oAbility to understand and respond appropriately to client needs.

Organizational Competencies
- Time Management:
oAbility to prioritize tasks and manage time effectively.

oMeeting deadlines and managing multiple tasks simultaneously.
- Team Collaboration:
oAbility to work well within a team environment.

oWillingness to assist colleagues and share knowledge.
- Adaptability:
oFlexibility to adjust to changing priorities and new technologies.

Professional Competencies
- Dependability:
oConsistent reliability in performing duties and meeting commitments.

oTrustworthiness in handling sensitive information and tasks.
- Initiative:
oProactive approach to identifying and addressing issues.

oWillingness to take on new challenges and responsibilities.
- Continuous Improvement:
oDesire to improve skills and stay updated with industry trends.

oSeeking feedback and using it to enhance performance.
- Skill level:
oWork is generally independent and collaborative in nature

oContributes to moderately complex issues

Service Desk-Specific Competencies
- Incident Management:
oProficiency in handling and resolving service desk tickets.

oAbility to follow standard operating procedures for incident resolution.
- Documentation and Reporting:
oProficiency in maintaining accurate records of technical issues and resolutions.

oRegularly updating service desk tickets and progress reports.
- Service Level Agreement (SLA) Adherence:
oUnderstanding and adhering to SLAs for response and resolution times.

oCommitment to meeting or exceeding service expectations.

Security Competencies
- Security Awareness:
oKnowledge of basic cybersecurity practices and protocols.

oVigilance in adhering to security policies and procedures.

EDUCATION AND/OR EXPERIENCE
- 2+ years experience in Framewerx Service Desk
- Demonstrated experience and knowledge of Microsoft Windows, iOS, and network device operating systems.
- Manage high-pressure situations professionally, calmly and with urgency
- Ability to work independently and provide progress reports.
- Solid work ethic, initiative, and great customer service skills
- Strong analytical skills to troubleshoot technical computer and network problems with own knowledge, through documentation; know when to escalate to next level support
- Excellent customer service skills
- Excellent written and verbal communication skills

Technical Skill Requirements
- Moderate Windows Server Administration and Role Administration Experience
- Moderate Windows Workstation Administration
- Moderate Office 365 and Google Management
- Moderate Azure Management
- Moderate Network/Firewall Administration

Personal Requirements
- Class 5 drivers license
- Reliable Vehicle in good repair
- Valid Canadian passport and ability to travel within North America

Primary Responsibilities

The following are the key areas of responsibility for this position. Understand Technology Alignment objectives, as well as the role and function of internal team members.

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