Service Desk Support Specialist

2 months ago

Richmond Hill, Ontario, Canada MBC Full time

Job Summary

We are seeking a highly motivated and detail-oriented Service Desk Technician to join our team at MBC. As a key member of our IT department, you will be responsible for providing exceptional technical support to our clients and ensuring the smooth operation of our network infrastructure.

Key Responsibilities

  • Provide first-level technical support to clients via phone, email, and in-person
  • Monitor and investigate alerts on our NOC dashboard to identify and resolve issues promptly
  • Create and manage tickets in our ticketing system to track issues and ensure timely resolution
  • Collaborate with the NOC team to escalate and resolve complex issues
  • Communicate technical information to clients in a clear and concise manner
  • Participate in after-hours on-call rotation to ensure 24/7 support coverage
  • Stay up-to-date with the latest technical skills and certifications required for the role

Technical Requirements

The ideal candidate will have a strong understanding of network infrastructure services, including DHCP, DNS, and NAT, as well as entry-level knowledge in the following areas:

  • Windows Server and associated services
  • Gateways and VPN connections
  • Exchange and Active Directory
  • SQL Server administration and troubleshooting
  • Hyper-V and VMWare virtualization platforms
  • Mobile devices and user configuration

Interpersonal Skills

  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Initiative and organizational skills
  • Ability to work independently and as part of a team
  • Detail-oriented and punctual

Education and Experience

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

Language

The primary language for this role is English.

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