Technical Support Analyst

2 months ago

Toronto, Ontario, Canada Dream Full time
Technical Support Intern

We are seeking a highly motivated and detail-oriented Technical Support Intern to join our Technology & Transformation team at Dream. As a Technical Support Intern, you will play a key role in supporting our company-wide technology operations and providing exceptional customer service to our internal stakeholders.

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. Working 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.
Requirements:
  • Currently pursuing a College diploma or University degree in IT-related studies.
  • Experience in support, installation, and repair of computer equipment along with experience in software evaluation, configuration.
  • Knowledge of the Microsoft Windows 10 Operating System, Microsoft Office 365, SharePoint, Microsoft Teams, OneDrive, and other Microsoft products is an asset.
  • Basic networking experience and knowledge of Internet access protocols (i.e., TCP/IP, LAN/WAN protocols, switches, and Internet circuits).
  • Experience with mobile devices such as iPhone (iOS) and Android platforms with regards to email setup, configuration, and troubleshooting.
  • Experience with Cisco WebEx videoconferencing is an asset.
  • A strong independent work ethic.
  • Excellent troubleshooting abilities with the ability to learn new concepts, products, and technologies quickly.
  • Excellent understanding of customer service including managing internal relationships.
  • Exceptional organization, communication, and time management skills.

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