Ict Customer Support, Level 1, Epic

6 months ago

Winnipeg, Canada Bell Full time

A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.

New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.

The bottom line: we’re looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry.

**Summary**:
**Job Title**: ICT Customer Support, Tier 1, EPIC, Non-mgmt
**Professional Areas**:Administration
**Location**:1750 & 1730 McGillivray. Winnipeg. MB
**Job Status**:Regular-Full Time

**Description**:
Epic specializes in the creation and management of information technology solutions for business. Our goal is to be the information technology partner of choice for each of our customers. We are proud to be part of the Bell MTS Family group of companies. We know Manitobans best and deliver a full suite of solutions that meets their unique needs and are focused on delivering the best experience at every interaction.
**An ICT Customer Support Tier 1 is responsible for first-line support acting as the single point of contact for the entire organization. Timely and effective end user workstation deployment, support, maintenance and, warranty repair is provided through remote support. Remote monitoring and event actioning of network and server infrastructure to provide proactive and contractual support is also provided. Finding the fastest path to resolution is the primary objective in this role. This role will also assist in other information technology projects for Epic and its clients. This will be accomplished by using industry standard troubleshooting practices, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. This ICT Customer Support technician will be responsible for following standardized escalation procedures and communicating effectively with all other teams in the company.

**Duties and Responsibilities**:

- Résoudre les incidents, les problèmes, les demandes et les changements standards des utilisateurs finaux des TI. Comprend la réinitialisation des mots de passe, le soutien logiciel, la connectivité au réseau de soutien matériel et ainsi de suite
- Assurer la résolution des problèmes et le soutien individuels des utilisateurs finaux par téléphone, par courriel, à distance et sur place
- Travailler avec des fournisseurs et des tiers au nom des utilisateurs finaux pour assurer la meilleure expérience client
- Suivre les procédures d’escalade normalisées pour assurer une résolution opportune de problèmes complexes
- Aider les techniciens en dépannant les problèmes de logiciel, de matériel et de réseau
- Le cas échéant, aider les techniciens du réseau à installer l’équipement réseau
- Sous la direction d’un ingénieur système ou d’un chef d’équipe, participer à des installations, des déplacements, des ajouts et des modifications de réseau et d’accès aux systèmes
- Consigner avec précision les bons de travail et les billets ConnectWise, ainsi que leurs résolutions; assurer le respect vigilant de ce processus
- Compiler, tenir à jour et classer tous les dossiers, rapports et autres documents concernant les réparations, au besoin
- Toujours faire preuve d’un grand professionnalisme, de courtoisie et d’amabilité
- Fournir un point de contact unique pour l’organisation. Assurer la résolution des problèmes et le soutien individuel des utilisateurs finaux par téléphone, par courriel, à distance et sur place
- Cela inclut la réception de toutes les interactions avec le client et l’acheminement au groupe adéquat s’il ne parvient pas à résoudre le problème. Tentative de résoudre tous les incidents, problèmes, demandes et changements standards des utilisateurs finaux des TI
- Suivre les procédures d’escalade normalisées pour assurer une résolution opportune de problèmes complexes
- Aider les techniciens en dépannant les problèmes de logiciel, de matériel et de réseau

**Critical Qualifications**:

- High school diploma or equivalent, with a Technical college or university degree preferred, or an acceptable combination of education and relevant experience
- Education in Networking and Computer Technology, Computer and Information Systems Technology or equivalent is preferred
- Minimum experience required 1-2 years
- Able to quickly analyze issues

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