Technical Support Specialist

3 weeks ago

Toronto, Ontario, Canada Dream Full time

Technical Support Role at Dream

We are seeking a highly motivated and detail-oriented individual to join our Technology & Transformation team as a Technical Support Specialist. As a key member of our team, you will be responsible for providing top-notch support to our employees and ensuring the smooth operation of our technology infrastructure.

Key Responsibilities:

  • Perform first-level triage support via phone, email, and deskside.
  • Assist with organizing our support ticket inbox to better field requests efficiently.
  • Log tickets in our Service Now ticketing system and ensure that proper details and troubleshooting steps are input for level 2 escalations as needed.
  • Assist our Support Centre team with in-office setups and moves, as well as working with senior members of the Support Centre team to assist with new employee setups.
  • Meet room technology setup and support – checking each meeting room to ensure all technology is online before meetings begin for the day. Work with Support Centre and Level 2 support for exec meeting setups and troubleshooting.
  • Help our team ensure that all printers are online and accessible on each floor of our corporate office, as well as remote sites.
  • Assist the team in keeping the IT storage room clean and organized. Ensure that new equipment received is logged and tracked in our asset management system.
  • Project Support – support the Senior Support Centre team with any project deliverables, from mobile phone deployments, laptop refreshes, software installs/un-installs, etc.
  • Work with Support Centre staff and Office Services to coordinate equipment shipments and equipment retrievals. This is for employee on-boarding and off-boarding.
  • Other duties as needed by management and team members.

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