Help Desk Technician

4 weeks ago

Huntsville, Ontario, Canada BrokerLink Full time
Job Title: Deskside Technician

We are seeking a skilled Deskside Technician to join our team at BrokerLink. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees.

Key Responsibilities:
  • Install, configure, maintain, and support all end-user devices and software
  • Create and maintain documentation, including network diagrams and SOPs
  • Provide end-user technical support and training
  • Assist with hardware and software product research, evaluation, and procurement
  • Demonstrate excellent interpersonal communication skills
  • Triage, action, and respond to assigned tickets escalated from Tier 1 Support
  • Support issues with telephony equipment, software functions, and access
  • Onboard and offboard end-user devices and telephony setup
  • Troubleshoot, diagnose, and resolve hardware, software, and other network problems
  • Assist in updating and preserving computer inventory and surplus equipment
  • Sustain and fix issues with video systems and other computing equipment
  • Assist in testing and deployment of new applications and systems
  • Maintain an excellent level of customer service, ensuring all customers are treated efficiently and in an appropriate manner
  • Resolve issues by conducting problem analysis to implement temporary or permanent solutions
  • Meet and maintain assigned team and individual key performance metrics, including organizational SLA metrics
Requirements:
  • University degree or college diploma in a related discipline or applicable professional experience
  • Experience demonstrating the importance of detailed incident logging
  • Excellent English communication skills (verbal and written)
  • Team player, self-starter, and ability to think and resolve issues independently
  • Preference given to those with Azure certifications or work experience
  • Preference given to those with Finesse or other telephony management tools or work experience
  • Ability to set the appropriate priorities to new and existing workload
  • Excellent customer service orientation and ability to collaborate
  • Excellent written and verbal communication skills, adapting to fit audience and message
  • High degree of professionalism, with demonstrated ability to live our values
  • Experience with incident management systems, remote support tools, and Microsoft Office productivity and suites
  • Valid driver's license recommended

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