Dream Technical Support Operations Specialist

2 weeks ago

Toronto, Ontario, Canada Dream Full time
About the Role

We are seeking a highly motivated and detail-oriented Technical Support Operations Specialist to join our thriving community at Dream. As an integral part of our Technology & Transformation team, you will be responsible for providing top-notch technical support to our employees.

The successful candidate will have excellent problem-solving skills, a strong independent work ethic, and the ability to learn new concepts, products, and technologies quickly.

Key Responsibilities
  • Perform first-level triage support via phone, email, and deskside to ensure efficient issue resolution.
  • Assist in organizing our support ticket inbox to better field requests.
  • Log tickets in our Service Now ticketing system and provide proper details and troubleshooting steps for level 2 escalations as needed.
  • Support the Support Centre team with in-office setups and moves, as well as working with senior members to assist with new employee setups.
  • Meet room technology setup and support – 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 maintain printers across multiple floors and remote sites, ensuring they are online and accessible.
  • Assist in keeping the IT storage room clean and organized, logging and tracking new equipment in our asset management system.
  • Project Support – Collaborate with the Senior Support Centre team on project deliverables, including mobile phone deployments, laptop refreshes, software installs/un-installs, etc.
  • Coordinate equipment shipments and retrievals with Support Centre staff and Office Services for employee on-boarding and off-boarding.
Requirements
  • 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 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, specifically regarding email setup, configuration, and troubleshooting.
  • Cisco WebEx videoconferencing experience is an asset.
  • A strong independent work ethic, excellent troubleshooting abilities, and exceptional organization, communication, and time management skills.
What We Offer

This role offers a competitive salary range of $60,000 - $80,000 per annum, depending on experience and qualifications, plus additional benefits such as comprehensive training, opportunities for career growth, and a dynamic work environment.

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