Technical Support Analyst

3 weeks ago

Toronto, Ontario, Canada Dream Full time

Dream is looking to welcome its latest Technical Support Intern for the Summer/Fall term (8-Month Duration)


We are always seeking exceptional candidates to join our thriving community. Dream's Technology & Transformation team is currently recruiting an Intern, Technical Support to assist with company-wide technology operations.


About the Role


This opportunity is ideal for a motivated individual who is eager to learn and work collaboratively with our dynamic team. As the successful candidate, you will have the opportunity to develop your technical skills and apply them in a real-world setting.


The successful candidate will be responsible for providing first-level triage support via various communication channels. You will also assist with organizing our support ticket inbox to ensure efficient fielding of requests.


Key Responsibilities:



  • Perform first-level triage support via phone, email, and in-person assistance
  • Assist with organizing the support ticket inbox to improve efficiency
  • Log tickets in our Service Now ticketing system and provide detailed troubleshooting steps as needed
  • Support the Support Centre team with in-office setups and moves, as well as working with senior members to assist with new employee onboarding
  • Meet room technology setup and support – Ensure all technology is online before meetings begin for the day
  • Help maintain printers on each floor of the corporate office and remote sites
  • Assist the team in keeping the IT storage room clean and organized, ensuring new equipment is logged and tracked in our asset management system
  • Project Support – Assist the Senior Support Centre team with project deliverables, such as mobile phone deployments, laptop refreshes, software installs/un-installs etc.
  • Coordinate equipment shipments and retrievals with Support Centre staff and Office Services for employee onboarding and offboarding
  • Other duties as assigned by management and team members

Requirements


To be successful in this role, you will need to bring the following skills and qualifications:



  • Currently pursuing a College diploma or University degree in IT-related studies
  • Experience in support, installation, and repair of computer equipment, along with experience in software evaluation and configuration
  • Familiarity with Microsoft Windows 10 Operating System, Microsoft Office 365, SharePoint, Microsoft Teams, OneDrive, and other Microsoft products is an asset
  • Basic networking experience and knowledge of Internet access protocols (i.e., TCP/IP, LAN/WAN protocols, switches, and Internet circuits)
  • Experience with mobile devices such as iPhone (iOS) and Android platforms with regards to email setup, configuration, and troubleshooting
  • Experience with Cisco WebEx videoconferencing is an asset
  • A strong independent work ethic
  • Excellent troubleshooting abilities with the ability to learn new concepts, products, and technologies quickly
  • Excellent understanding of customer service including managing internal relationships
  • Exceptional organization, communication, and time management skills

Salary Information


The estimated salary range for this position is $60,000 - $80,000 per annum, depending on location and experience. This figure may vary based on factors such as location, industry standards, and the candidate's level of experience.

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