Helpdesk Technician

2 months ago


Remote, Canada Alpha Strategy Full time

Help Desk Technician

ALPHA is one of Vancouver Island’s fastest growing tech companies and we are looking to add more people to our diverse team We are experiencing a massive growth period and are seeking a HelpDesk Technician to join our team.

Role Summary:
The Helpdesk Technician will be responsible for providing first-level support to our clients, addressing technical issues related to software, hardware, and network systems. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work efficiently in a remote setting.

Key Responsibilities:

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in the ticketing system.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Onboarding new SLA clients.
- Maintain company KPI’s/Metrics.

Qualifications:

- 1-2+ years of working experience with computers.
- Proven experience as a helpdesk technician or other customer support role.
- Ability to diagnose and resolve basic technical issues.
- Good understanding of computer systems, mobile devices, and other tech products.
- Understanding of support tools, techniques and how technology is used to provide IT services.
- Previous desktop roll-out experience.
- Experience supporting a PC/server infrastructure rollout is an asset.
- Professional certification (e.g., CompTIA A+, Microsoft Certified IT Professional) is an advantage.

**Job Types**: Full-time, Permanent

**Salary**: $40,000.00-$45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (required)

**Language**:

- English (required)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: Remote


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