Help Desk Technician

3 weeks ago

London, Canada Zucora Inc. Full time

**Job Overview**

**Responsibilities**
- Take initial inquiries and troubleshoot and manage relatively simple hardware, software or network problems.
- Coordinate help desk tickets to appropriate support resources as needed.
- Recognize and escalate more difficult problems to Tier 2 or 3 support quickly.
- Log troubleshooting activity, maintain SLA communications, update solution responses to tickets, and monitor overdue items.
- Decide whether a ticket will require a visit to the Head Office, or if video conferencing to an individual will be required to troubleshoot.
- Research and work with appropriate internal / external resources in resolving the most difficult and complex incidents, bugs, defects, or system failures.
- Improve, manage, and create appropriate workflows and forms to best support our end users.
- Analyze and identify trends in issue reporting and recommend preventive solutions. Produce performance dashboards on a quarterly basis.
- Manage the complete employee on-boarding and off-boarding processes and day-to-day account and security access management.

**Experience**
- 2+ years of experience working in a similar position.
- Confidence with mentoring personnel on hardware and software problem analysis and resolution.
- Knowledge and experience with IT service management tools (e.g., Jira, ServiceNow) to manage tickets, document resolutions, and track incidents.
- Strong documentation skills to create user guides, FAQs, and support documentation for end-users and team members.
- Relevant technology certifications are preferred.
- Strong interpersonal attributes which include excellent written, verbal, communication and analytical skills. (French language is an asset.)

Total Rewards:

- Competitive compensation.
- Comprehensive benefits package, including health, life, disability, dental, and vision insurance.
- 3 weeks vacation and personal days.
- Additional benefits, including _Recharge Weekends_ (additional paid time off coinciding with recognized holidays) and company-paid _Voyageur Program_ travel benefit with paid time off and financial allowance.

**L'OPPORTUNITÉ**

**RESPONSABILITÉS**:

- Répondre aux demandes initiales, résoudre et gérer des problèmes relativement simples de matériel, de logiciel ou de réseau.
- Coordonner les billets de soutien technique vers les ressources appropriées, au besoin.
- Identifier et escalader rapidement les problèmes plus complexes vers le soutien de niveau 2 ou 3.
- Consigner les activités de dépannage, maintenir les communications relatives aux ententes de niveau de service (SLA), maintenir à jour les billets et surveiller les éléments en retard.
- Déterminer si un billet nécessite une visite au siège social ou si une vidéoconférence avec un utilisateur est nécessaire pour le dépannage.
- Effectuer des recherches et collaborer avec les ressources internes ou externes appropriées pour résoudre les incidents, bogues, défauts ou pannes système les plus complexes.
- Améliorer, gérer et créer des flux de travail et des formulaires adaptés pour mieux soutenir nos utilisateurs finaux.
- Analyser et identifier les tendances dans les signalements de problèmes et recommander des solutions préventives. Produire des tableaux de bord de performance sur une base trimestrielle.
- Gérer les processus complets d’intégration et de départ des employés ainsi que la gestion quotidienne des comptes et des accès de sécurité.

**EXIGENCES**:

- Plus de 2 ans d'expérience dans un poste similaire.
- Fait preuve de beaucoup d’assurance dans le contexte des communications avec les utilisateurs relativement à l’analyse et la résolution de problèmes matériels et logiciels.
- Connaissance expérience avec des outils de gestion des services TI (p. ex., Jira, ServiceNow) pour gérer les billets, documenter les résolutions et suivre les incidents.
- Solides compétences en documentation pour créer des guides d'utilisation, des FAQ et de la documentation de soutien pour les utilisateurs finaux et les membres de l'équipe.
- Des certifications technologiques pertinentes sont un atout.
- Excellentes qualités interpersonnelles, incluant d'excellentes compétences en communication écrite, verbale et analytique. (La connaissance du français est un atout.)

**AVANTAGES**:

- Rémunération compétitive.
- Ensemble complet d'avantages sociaux, y compris une assurance maladie, une assurance vie, une assurance invalidité, une assurance dentaire et une assurance vision.
- 3 semaines de vacances ainsi que des journées personnelles.
- Avantages supplémentaires, y compris les _Weekends Recharge_ (congés payés supplémentaires coïncidant avec la plupart des jours fériés reconnus) et le _Programme Voyageur_, permettant de découvrir le Canada via une allocation financière payée par l'entreprise, et des congés supplémentaires payés.

Schedule:

- 8 hour shift
- On call

**Experience**:

- Software troubleshooting: 1 year (require

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