Technical Support Specialist
2 weeks ago
Tecnet Canada Inc is seeking a highly skilled Technical Support Specialist to join our Service Desk Team. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our clients.
Responsibilities- Provide first response for client service requests ensuring a courteous, timely, and effective outcome
- Respond to escalated tickets from clients
- Demonstrate proactive service management and prioritization of service request queue and escalation
- Triage call queue and prioritize calls based on SLA (Service Level Agreements) or urgency
- Provide timely communication with end users on ticket updates and status
- Support Windows 10 and Mac OS desktop operating systems
- Provide support for Microsoft 365, MS Teams, Share Point, and multiple COTS applications
- Troubleshoot hardware devices such as printers, telephones, video conferencing units, and other peripheral devices
- Troubleshoot software issues and perform software upgrades
- Diagnose and resolve minor network issues (e.g., WAN/LAN, Wireless, and VPN access)
- Post-secondary technical certificate, diploma, or applicable experience
- A+ certification or equivalent experience
- MCSA or MCP certifications desired but not required
- Solid experience in using and modifying TCP/IP and other networking technologies
- Excellent knowledge of the principles, methodologies, tools, and techniques utilized in providing technical desktop support
- Genuine working knowledge and experience with Microsoft Windows operating systems, Mac OS, and Linux
- Excellent customer service skills
- Ability to prioritize and manage time efficiently
- Ability to work independently as well as part of a team
- Demonstrate respectful written and verbal communication skills in clear English
- Bilingual (French/English) is considered an asset but not required
- Solid understanding of confidentiality and other professional codes of conduct
- Must pass criminal record check (CPIC)
- Vision care
- Dental care
- Extended health care
- Paid medical and vacation time off
- RRSP
Victoria, BC V8X 1W4
This is a full-time, permanent position with a competitive salary of $80,000 - $110,000 per year, depending on experience.
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