Service Desk Technician

1 day ago


Waterloo, Canada CopperTree Solutions Full time

CopperTree Solutions Inc., a Managed IT Service Provider serving Waterloo and surrounding areas, is currently seeking a permanent full-time Service Desk Technician, making our clients' technical support problems disappear.

This is not your typical helpdesk position. Our focus on pro-active services takes care of not only the tier 1 problems that other help desks commonly face. The individual we’re looking for can work independently, be responsible for all levels of support, will face new challenges on a daily basis and has the opportunity to take ownership of the success of CopperTree’s reactive services.

At CopperTree, we believe strongly in living and breathing our core values.
- Integrity
- Hunger
- Accountability
- Generosity
- Compassion
- Humility
- Positive Attitude

There’s a spirit of adventure here - we are risk takers. We’re a highly progressive and growing organization and don’t believe in standing still. You’ll discover that you have lots of freedom here, freedom to create and innovate. We are not the biggest company in our industry, but we are a leader and are known for our consistent approach. Most importantly, while you’re working with CopperTree, it’s vital to us that you enjoy your career journey.

As a result of our growing business, we are looking for an experienced and motivated individual to solve our clients’ technological challenges. This role requires looking beyond the surface of problems and demonstrating that finding solutions is a part of who you are.

The selected individual will maintain a positive attitude and friendly demeanor while communicating with CopperTree’s end users when they need help the most.

This role is permanent full-time in-office at our Waterloo location.

**Responsibilities**:

- Supporting our clients by working all tiers of reactive tickets in CopperTree's Help Desk.
- Following and helping to evolve CopperTree's best practices.
- Utilizing our advanced documentation system to facilitate closing tickets and record keeping.
- Minimizing client impact, downtime and frustration.
- Always keeping security in mind and having discussions with client decision makers about change requests.
- Engaging with 3rd party vendors to delve deeper into uncovering solutions.
- Ability to adapt to situations involving clients with unique hardware and software requirements.
- On-call work is part of the role-requirement, and it is on a rotating shift basis

**Require**ments**
- Highly motivated, self-driven with a positive attitude and a “never give up” mentality.
- 2+ years' experience at a Managed Service Provider (MSP).
- Strong desire to provide valued service to the customer
- Excellent verbal and written communication skills.
- Process driven with focus on goals.
- Ability to schedule yourself, work independently and discover solutions for unusual and difficult problems.
- Work with other colleagues to find solutions before escalations take place.
- Driver’s license valid for use in Ontario

**Rewards**
- Attractive base pay plus overtime. Pay range per hour $28.84 - $33.65
- Opportunities for growth within CopperTree’s technical team.
- Playing a key role in a growing organization.
- Benefits and health coverage

Thank you.



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