Service Desk Technical Support Specialist

24 hours ago

Toronto, Ontario, Canada OnX Full time

Job Summary

The Service Desk Technical Support Specialist is a key member of our team, responsible for providing exceptional customer service and technical support for all business products supported by OnX. This role requires strong communication skills, a solid understanding of IT systems, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

  • Serve as a primary point of contact for internal and external customers, resolving technical issues and requests in a timely and professional manner (35%);
  • Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%);
  • Collaborate with other analysts to determine resolutions for customer incidents and requests (20%);
  • Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%);
  • Making outbound calls to internal/external customers as part of the Incident Management lifecycle (5%);
  • Monitor alerts from alarming tools to log incidents and respond accordingly (5%);
  • Perform other duties as assigned.

Educational Requirements

  • A High School diploma is required; vocational/technical/business school specialized training is preferred;

Certifications and Experience

  • An ITIL Foundations Certification is required;
  • Two years of experience in a Service Desk or technical support environment are necessary;
  • Familiarity with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint, as well as ServiceNow Incident Management System, is beneficial;

Required Skills and Qualifications

  • Excellent written and oral communication skills;
  • Strong customer service and conflict resolution skills;
  • A solid understanding of Information Technology and computing systems;
  • Solid networking fundamentals;
  • Familiarity with VOIP technologies is desired;
  • Ability to help others while meeting individual performance goals;
  • Ability to work remotely;

Compensation

The estimated salary for this position is between $55,000-$65,000 per year, depending on location and experience.

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