IT Service Desk Technician

6 days ago

Markham, Ontario, Canada BFG Enterprise Services Full time

Job Summary:

BFG Enterprise Services is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their IT needs are met with efficiency and professionalism.

Key Responsibilities:

  • Initial Support: Provide initial support for computer hardware, software, and telecommunications issues, ensuring timely and effective resolution.
  • Issue Resolution: Diagnose and resolve PC, hardware, and software issues over the phone, utilizing your technical expertise to troubleshoot and resolve complex problems.
  • Help Desk Management: Manage help desk tickets, documenting all steps taken towards resolution, and ensuring client satisfaction.
  • Service Call Tracking: Track service calls from start to finish, ensuring seamless communication with clients and internal stakeholders.
  • Problem Resolution: Manage problem resolution and escalate issues as necessary, ensuring timely and effective resolution.
  • Network Security: Maintain network user security profiles and passwords, ensuring the security and integrity of our clients' data.
  • Shift Work: Work rotating day and night shifts, demonstrating flexibility and adaptability in a fast-paced environment.

Requirements:

  • Education: College Diploma or University Degree in Information Technology preferred.
  • Experience: 2 - 3 years of experience in a service-based industry, with a strong background in technical support.
  • Skills: Excellent written and verbal communication skills, strong customer service attitude, and interpersonal skills.
  • Technical Skills: PC troubleshooting knowledge for hardware and software, mobile support knowledge for hardware and software, and certifications such as A+, CCNA, and CompTia are a plus.

Physical Requirements:

  • Computer Use: Ability to use computer screens for extended periods.
  • Communication: Effective oral and written communication skills are essential.
  • Physical Demands: Ability to remain in a stationary position and move around the office as needed, with no heavy lifting expected.

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