Help Desk Technician

4 weeks ago


Puslinch, Canada SecurU Full time

**Position Profile - Help Desk SECURITY SYSTEMS**

Our Help Desk is an essential component of our business. When one of our customers or technicians is ‘stuck’ you are the first life-line to get them back in business.

To be successful at this job, you have to have a positive friendly demeanor, and always be ready and eager to help out. Your curiosity and drive to solve problems is essential, this combined with your technical background make you more than qualified for the role.

Our Help Desk has end to end responsibility for client calls providing timely, reliable and courteous service from initial receipt of call through to resolution of issue. Provides client service and first level technical resolution for operational, network, PC, or service-related incidents or problems.

Help Desk captures/records all relevant information from client call using SmartService (our scheduling / service software). With your strong Customer Service background you understand that it is important to maintain ongoing communication and provides updates to clients concerning status of their service desk tickets.

You must be able to wear many hats and transition between jobs quickly. But with your background you are used to working under pressure, and have a strong attention to detail.

**Responsibilities**:

- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support.
- Familiar with a variety of the field's concepts, practices, and procedure.
- Relies on experience and judgment to plan and accomplish goals.
- Schedule service calls
- Identify and troubleshoot customer issues for Access Control, Security and Surveillance
- Kantech Access Control
- American Dynamics, TruVision and Dahua - Surveillance
- Educate customers on how to use our products
- Remoting to customer computer and providing a walkthrough on software
- Remoting into customers computers to install Software
- TruVision, ADTVR, Dahua and Entrapass Web
- Remote programming of Access Control, Surveillance and Security
- Access Control - Tenant List, card holders, schedules and access levels.
- Surveillance - Camera set to motion recording, time and date are correct.
- Remote viewing for customers on mobile devices and computers

**Below the line details**:

- Minimum 5 years relevant experience in IT / Help Desk OR Installer
- College Diploma in Computer Science, Information Systems, Computer Technology or related discipline.
- One (1) to two (2) years of IT work experience in computer systems or support. Working knowledge of basic client hardware and software products including Windows 7, Windows 10 and Microsoft Office suite.
- Ability to extract information, identify and troubleshoot problems over the phone.
- Bonus if you have experience in the Security Industry.
- Self-starter who approaches his/her work with a sense of urgency.
- Meets deadlines under pressure in short time frames.
- Able to handle multiple competing tasks.

**This is an IN PERSON job (no remote work). The hours of work are Monday to Friday 8am to 4:30pm.

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

**Salary**: $21.00-$30.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Security Installation: 1 year (required)

Work Location: One location



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