Level 1 Tech Support Agent

4 months ago

Richmond Hill, Canada Dytronix Inc. Full time

**Role: Level 1 Tech Support Agent**

**Overview**
- **Work Location**: In-person, Richmond Hill, Ontario
- **Position Type**: Permanent, Full-Time
- **Education**: College or university graduate with a focus on Information Technology or a related field is preferred
- **Compensation**: Salary based on experience and qualifications
- **Start Date**: Immediate
- **Language**: English

**Job Summary**

**Key Responsibilities**
- **Hands-On**: Assist in the deployment and configuration of hardware and software.
- **Escalation**: Identify and escalate complex issues to Level 2 support as needed, ensuring all relevant information is documented.
- **Documentation**: Accurately log all support requests, including problem details, troubleshooting steps, and resolution in the ticketing system.
- **Customer Service**: Maintain a high level of customer satisfaction by providing timely and effective support, keeping users informed of the status of their issues.
- **Knowledge Base Contribution**: Update and maintain internal knowledge base articles with solutions to common issues, ensuring they are easily accessible and understandable by other team members.
- **System Monitoring**: Assist in monitoring network and system performance, handling security software alerts, identifying potential issues before they impact users.
- **Continuous Learning**: Stay updated with the latest technology trends and best practices in technical support to provide the best possible assistance.

**Qualifications**
- **Technical Skills**:

- Basic understanding of computer hardware, software, and networking.
- Hands-on experience with installing and configuring computer hardware, software, drivers, firmware, etc.
- Familiarity with operating systems, e.g. Windows, macOS, Linux.
- Experience with common office software, e.g. Microsoft Office, Adobe, Antivirus software, etc.
- **Self-Motivated and Proactive**: Exhibits a strong ability to take initiative, with a forward-thinking attitude that drives continuous process improvements and results without the need for supervision.
- **Organized with Time Management Skills**: Demonstrates exceptional organizational skills with the ability to prioritize tasks effectively in a fast-paced environment, ensuring all deadlines are met and work is completed with accuracy and efficiency.
- **Communication Skills**: Possesses excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users in a clear and concise manner.
- **Problem-Solving Skills**: Strong analytical and problem-solving skills.

Pay: $36,000.00-$59,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (preferred)

Work Location: In person

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