Technical Service Desk Agent

4 days ago


Burnaby, British Columbia, Canada T-Net British Columbia Full time

We're seeking a highly skilled IT Support Specialist to join our team at T-Net British Columbia. As an IT Support Specialist, you'll be responsible for providing technical support to our internal teams and demonstrating strong communication skills, service excellence, and the ability to troubleshoot technical problems quickly and effectively.

Job Responsibilities

You'll be working closely with our internal teams to provide fast and reliable support and service, ensuring that they have the resources they need to succeed. Your responsibilities will include:

Key Responsibilities:
  • Providing Tier 1 & 2 support via phone or remote control to assist on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues, and system access issues.
  • Performing centralized administration duties such as setting up new Network/email accounts, password resets, and changing access levels in various applications/drives. Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc.
  • Using appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
  • Maintaining and documenting system procedures and processes.
  • Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning the need for support services.
Requirements:
  • Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues.
  • Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices.
  • Exceptional ability to support Mac and Linux operating systems.
  • Experience using an IT Service Management tracking system such as ServiceNow is an asset.
  • Customer service or Service Desk certification training is an asset.
  • Knowledge of ITIL Foundations is an asset.
About T-Net British Columbia

We're a company that values innovation and teamwork. Our goal is to help organizations make better decisions by providing them with the tools and resources they need to succeed. If you're passionate about technology and customer service, we'd love to hear from you



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