Junior Technical Support Representative

4 weeks ago

Halifax, Nova Scotia, Canada Sherlock Clothing Limited Full time

Join Our Team at Sherlock Clothing Limited

Become an integral part of our dynamic team, supporting the essential functions of our retail operations.

As a key member reporting to the IT Director, you will serve as the primary resource for internal staff, addressing a variety of technical inquiries. The role of the Tier 1 Technical Support Agent encompasses the provision of first-level assistance for both mobile and desktop technologies, along with the management of trouble tickets from creation to resolution. The ideal candidate will possess strong technical acumen and the ability to communicate effectively, ensuring clarity in problem identification and solution explanation. This position primarily involves supporting internal users at various locations.

Key Responsibilities:

  • Respond promptly to requests for technical assistance via phone, email, and other communication channels.
  • Conduct thorough problem analysis and information gathering through targeted questioning to evaluate urgency and impact.
  • Install, maintain, and provide support for computer hardware, software, and peripherals.
  • Troubleshoot and resolve remote access issues for offsite personnel.
  • Offer problem-solving support for macOS and Windows users.
  • Address network connectivity challenges as required.
  • Maintain an accurate inventory of hardware assets.
  • Review various reports to ensure the accuracy of daily operations.
  • Participate in system upgrades, including PC/laptop enhancements, printer updates, and network improvements.
  • Document processes and solutions effectively.
  • Assist with IT project implementations.
  • Perform additional tasks as directed by the supervisor.

Qualifications and Skills:

  • Completion or progress towards a relevant technical diploma, university degree, or equivalent qualification.
  • Strong diagnostic and problem-solving capabilities.
  • A sense of urgency in addressing business and staff requirements.
  • Exceptional communication and customer service skills; prior experience in a customer-focused role is advantageous.
  • Ability to thrive in a busy, interruption-prone environment while maintaining professionalism.
  • Proficient in multitasking and prioritizing tasks effectively.
  • Familiarity with Microsoft applications, Windows operating systems, and macOS.
  • Experience in supporting POS systems is a plus.

We appreciate the interest of all applicants in joining our team; however, only those selected for an interview will be contacted.

Job Type: Full-time

Benefits:

  • Casual dress code.
  • Dental care coverage.
  • Employee assistance program.
  • Comprehensive health care benefits.
  • Life insurance options.
  • On-site parking availability.
  • Employee discounts.
  • Vision care plans.

Schedule:

  • Day shifts.
  • Monday through Friday.

Experience:

  • Preferred experience in IT support: 1 year.

Work Location: In-person.

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