IT Desktop Support, Technician

6 months ago

Toronto, Canada Circle K Full time

Maybe you’ve stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Circle K is all about. Our mission is simple: to make our customers' lives a little easier every day. We’ve grown into a successful global company with over 15,000 stores in 26 countries, serving more than 6 million customers each day. In all, we have more than 120,000 people working at our stores and support offices.

**IT Desktop Support, Technician (Level 1)**:
**______________________**:
**Department**: IT

**Location**: 305 Milner Avenue, Suite 400 Toronto, Ontario M1B 3V4

**Type**: Permanent, Full time - 40 hours per week

**______________________**:
**PROFILE**:
You are the primary point for of contact for all incoming above store employee calls. You will work with our end users and the Tier 2 Technicians to ensure that all reported issues are resolved in a timely manner.
- Team player
- Exceptional verbal and written communication skills
- Excellent customer service skills
- Ability to build and maintain lasting relationships with team and clients
- Good organizational skills and thoroughness in the execution of tasks
- Strong analytical and problem-solving skills
- Able to work under pressure and switch tasks seamlessly.

**WHAT YOU’LL DO**:

- Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution
- Provide onsite and remote support to end users.
- Answer incoming calls when assigned to the phone switch.
- Build, configure, and deploy laptops and peripherals ensuring all hardware is accounted for in accordance with documented policies and procedures.
- Create, track and document incident and request tickets with diagnostic details including actions taken from initial diagnosis through the final resolution
- Ensure a ticket is created for every customer interaction.
- Assist with technology in conference rooms as needed for meetings.
- Provide support for Mac and other BYOD (iOS/Android) devices.
- Perform other duties as assigned.

**WHAT YOU’LL NEED**:

- Call center experience: minimum 2 year.
- Technical diploma or equivalent with or technical certifications (AEC, Microsoft, ITIL Certifications) with a minimum of 2 year of related work experience.
- Strong analytical and troubleshooting skills.
- Proficient in Windows and Active Directory environments.
- Extensive knowledge in configuring, installing and deployment of hardware.
- Functional knowledge of Office 365, VPN, MFA, and Citrix environments.
- Ability to adapt and prioritize assigned tasks.
- Experience using IT ticket tracking systems.
- Ability to function effectively in a dynamic, fast paced, high call volume environment.
- Must be able to work independently, as well as within a team.
- Ownership and resolution of assigned tickets.
- Must be fluent in English and French language.

**WHY WORK WITH US**:
Our job openings in stores and offices allow you to grow quickly within a global company, while benefiting from a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you. Here are some of the attractive benefits we offer:

- A full range of benefits (medical, dental, etc.);
- Possibility to join a pension plan with employer contributions or a share purchase plan;
- Discounts for employees in stores and at many of our partners;
- Paid leave including vacation, sick and personal leave;
- Scholarship program available to the employee and the employee's children;
- Learning opportunities to develop new skills and grow professionally in a growing company;
- Work in hybrid mode.

LI-GO1 #LI-Hybrid

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