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Application Support Technician

2 weeks ago

Toronto, Ontario, Canada Choice Properties Full time
About the Role

We are seeking an accomplished Application Support Technician to join our team at Choice Properties. As a vital member of our IT support team, you will be responsible for delivering technical assistance to end-users, performing infrastructure and application troubleshooting, and escalating complex issues to our Level 2 support team.

Key Responsibilities:

  • Deliver top-notch customer service as the primary point of contact for application and desktop support requests and technical issues.
  • Demonstrate exceptional interpersonal skills in a professional services environment, working with a diverse range of personalities and responsibilities from junior staff to senior executives.
  • Interact with users via telephone, remote support tools, and direct desk-side assistance.
  • Provide technical support to the user community for application and hardware requests such as Windows 10, standard desktop applications, and SAAS applications.
  • Imaging and troubleshooting of standard laptops and PCs.
  • Conduct first-level problem determination.
  • Support internal users with troubleshooting of computer-related issues such as password resets, email setup, software installation, etc.
  • Maintain ownership of tickets/issues from initiation through to completion, including regular communication of updates to clients on ticket status within the Ticketing System.
  • Provide technical support for various applications, including hardware and software.
  • Maintain and update application documentation.
  • Recommend workarounds to customers on issues when possible and create solution articles for known issues to empower customer self-service and future incident resolution.
  • Accountable for effective time management and resource allocation to resolve all user requests.
  • Fully compliant with established policies and procedures, including incident/problem escalation.
  • Analyze, document, and escalate critical requests and incidents to L2 Support Team.
  • Collaborate with and support the infrastructure and application teams with issues and conduct preventative maintenance on critical systems, including applications, systems, Network & Security matters as per instructions.
  • Maintain and troubleshoot video conference rooms and report issues to vendor and L2 support.