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Windows Technical Support Specialist

2 months ago

Victoria, British Columbia, Canada MYRA Systems Full time $64,000
Job Summary

MYRA Systems is seeking a highly skilled and motivated Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing technical assistance and support to our customers, ensuring prompt resolution of IT-related issues.

Key Responsibilities
  • Provide first-line support and troubleshooting for hardware, software, and network-related issues.
  • Respond to inquiries via phone, email, or ticketing system in a timely and professional manner.
  • Assist in the setup, configuration, and maintenance of various applications, including MS Office, Multi-Factor Authentication (MFA), Client VPNs, printers, etc.
  • Collaborate with senior technicians and Service Delivery Managers to escalate complex issues and ensure swift resolution.
  • Document all support interactions and resolutions quickly and accurately within the ticketing system.
  • Assist in maintaining Service Level Agreement (SLA) compliance by addressing issues within established timelines.
Requirements
  • Minimum 3-years previous experience or knowledge of helpdesk operations and procedures.
  • Must be fluent in English and Spanish.
  • Familiarity with Service Level Agreements (SLAs) and adherence to ticketing systems.
  • Proficiency in supporting a broad range of applications, such as MS Office suite, MFA, Client VPN connectivity, printer configurations, and Microsoft Windows troubleshooting.
  • Proficiency using ConnectWise Manage PSA.
  • ITIL 4 Foundation Certification.
  • Strong problem-solving skills and the ability to diagnose and resolve technical issues effectively.
  • Excellent communication and interpersonal skills with a customer-centric approach.
  • A proactive and self-motivated attitude towards learning new technologies and processes.
Nice to Have
  • Relevant certifications or coursework in IT-related fields.
  • Experience with additional operating systems beyond Microsoft Windows.
What We Offer
  • Develop both professional and technical skills.
  • Receive on-the-job as well as formal training.
  • Work with a variety of highly skilled IT technical specialists.
How to Apply

Please submit your cover letter outlining how you meet the capabilities listed as 'Requirements' to the email listed. Resumes will be accepted in confidence until the position is filled.