Service Desk Support Specialist

1 week ago

Richmond Hill, Ontario, Canada MBC Full time

Job Summary

MBC is seeking a highly motivated and detail-oriented Service Desk Technician to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our clients.

Key Responsibilities

  • Provide first-level technical support to clients via phone, email, and in-person
  • Monitor and investigate alerts on our network operations center (NOC) dashboard
  • Create and manage tickets in our ticketing system to track issues and resolutions
  • Resolve tickets that are in scope after hours with documentation and time entries
  • Escalate any unresolved tickets to the NOC team
  • Communicate with technicians about incidents that require problem management
  • Participate in after-hours on-call rotation
  • Complete prescribed certifications as part of employment with MBC

Technical Requirements

  • Good understanding of network infrastructure services such as DHCP, DNS, and NAT
  • Entry-level knowledge in Windows Server and associated services, including File Services, Print Services, Application Services, and Remote Desktop Services
  • Gateways and VPN connections
  • Exchange and Active Directory, including new user account configuration, Group Policy administration, and troubleshooting
  • SQL Server administration and troubleshooting, including installations
  • Hyper-V and VMWare virtualization platforms, including managing and maintaining virtual machines and drive expansion procedures
  • Mobile devices, including Blackberry, Android, iOS, and Windows Phone user configuration

Interpersonal Skills

  • Excellent communication skills, both written and verbal, with the ability to articulate technical information in layman's terms
  • Strong analytical and problem-solving skills
  • Initiative and organizational skills
  • Able to adapt and quickly develop in-depth technical understanding of new and different applications
  • Strong ability to analyze situations, diagnose problems, and develop and implement solutions
  • Team player willing to work on a variety of technical initiatives
  • Able to work independently and identify priorities for completion of multiple tasks
  • Extremely detail-oriented
  • Punctuality and responsibility are required

Requirements

  • 1+ years of experience in a service desk environment or equivalent experience
  • ITIL Foundations certification is a benefit
  • Microsoft Network Infrastructure certifications are a benefit

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