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Technical Service Representative

2 months ago

Winnipeg, Manitoba, Canada Power Recruitment Full time
About the Position

We are seeking a highly skilled and versatile IT professional to join our team as a Hybrid IT Help Desk/Field Technician. This dynamic role combines on-site technical support with help desk operations, providing a unique opportunity for those who thrive in fast-paced environments.

Key Responsibilities
  • Field Work Assignments:
    • Setup and Configuration:
      • Handle basic to advanced setup and configuration of network equipment, including modems, routers, and switches.
      • Install and configure hardware in a networked environment, ensuring optimal performance and connectivity.
    • Client Onboarding and Troubleshooting:
      • Follow a structured work plan for onboarding new clients and troubleshooting incidents onsite.
      • Perform on-site repairs, installations, and client onboarding processes, ensuring minimal disruption to client operations.
      • Collaborate with other team members and departments to ensure seamless service delivery.
    • Documentation and Reporting:
      • Accurately and promptly document actions and solutions in our CRM system.
      • Provide detailed reports on the work performed and any issues encountered, ensuring transparency and clear communication.
    • Client Communication and Management:
      • Communicate effectively with clients before, during, and after the installation process, explaining the work plan and the results.
      • Manage client expectations, ensuring a high level of customer satisfaction and maintaining professionalism at all times.
    • Maintenance and Cleanliness:
      • Maintain a clean and organized work area, both during and after the completion of projects.
      • Ensure all tools and equipment are properly maintained and stored.
  • Help Desk Responsibilities:
    • Provide Prompt and Efficient Support:
      • Deliver timely and effective help desk support when needed, ensuring minimal disruption to clients' operations.
      • Address client inquiries and technical issues promptly, maintaining a high standard of customer service.
    • Structured Call Flow:
      • Follow our structured call flow process to quickly identify, resolve, or escalate issues.
      • Ensure each step of the call flow is adhered to, providing consistency and reliability in support services.
    • Active Communication:
      • Stay actively engaged with all Power Recruitment communication channels.
      • Respond to client and team communications promptly, ensuring clear and effective information exchange.
    • Flexible Ticket Management:
      • Manage support tickets efficiently, including the ability to reassign tickets during transitions between field and help desk roles.
      • Prioritize and handle multiple tickets simultaneously, ensuring timely resolution and client satisfaction.
      • Document all actions and resolutions in the ticketing system accurately and in real time.
    • Collaboration:
      • Work closely with other team members to share knowledge and support complex issues.
      • Collaborate with field services and help desk teams to ensure seamless transition and follow-up on client issues.
    Required Qualifications
    • 4 years of experience in IT help desk or technical support roles.
    • A college degree in Computer Science, and/or Network Administration, System.
    • Solid knowledge in networking, including setup, configuration, and troubleshooting of modems, routers, and switches.
    • Excellent communication and interpersonal skills.
    • Fluency in English (verbal and written) with strong documentation abilities.
    • Strong multitasking, organizational, and problem-solving skills.
    • A readiness to learn, take responsibility, and maintain professionalism.
    • Access to a reliable vehicle, a clean driving record, and a valid Manitoba drivers license.
    Desirable Qualifications

Candidates with the following additional qualifications will be highly regarded: experience or knowledge of FortiGate and Ubiquity firewalls, ConnectWise or other ticketing systems, N-central, and MS 365 Administration