Service Desk Technician

4 weeks ago

Quebec City, Canada Abaculus Consultancy Corp. Full time

Acting as first point of contact for incoming support requests.
- Actively resolving team members’ help requests within established SLAs.
- Provide technical support and problem resolution across the company in person or over the phone.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow up’s as required.
- Develop help sheets and FAQ lists for end users.
- Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Assist in software releases and roll-outs according to Change Management best practices.
- Reinforce SLAs to manage end-user expectations.
- Alert management to emerging problems.

**Qualifications**

**Knowledge and Experience**
- Beining Bilingual is requirement (French and English)
- Minimal requirement for at 2-years hands-on practical experience in a technical support position with some recent technical education experience in a post-secondary environment. Or at least 4+ years of hands-on relevant technical support experience.
- A two-year Diploma or a four-year Degree in a technical field from recognized college or university or equivalent is strongly desirable.
- Knowledge of advanced computer hardware.
- Experience with desktop and server operating systems, Microsoft specifically. Working knowledge of Linux and basic administration is also helpful.
- Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM, Microsoft Exchange, Azure, and the general Microsoft Office 365 suite of tools.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Not required but an asset to have hands on experience with networking equipment such as CISCO managed switches and working knowledge of CISCO AnyConnect VPNs.
- Not required but an asset to have previous experience and knowledge of Service Now ticketing system and its inventory/asset management modules.

**Skills And Abilities**
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues is required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly, business-friendly and technical language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Ability to work with mínimal supervision
- Time Management capability - Priority and Focus

**WORKING CONDITIONS**
- Hybrid office environment (for this position, a balance of 80% in office; 20% remote mix will be likely)
- General office hours are Monday through Friday 8:00am to 5:00pm

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

**Salary**: $14.73-$19.00 per hour

**Benefits**:

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

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Québec, QC: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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