Technical Support Specialist

2 weeks ago


Victoria, British Columbia, Canada Tecnet Canada Inc Full time
Job Overview

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)
Requirements
  • 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)
Benefits
  • Vision care
  • Dental care
  • Extended health care
  • Paid medical and vacation time off
  • RRSP
Location

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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