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Technical Support Technician

2 weeks ago

Mississauga, Canada Core Connections Full time

DESCRIPTION: Core Connection is looking for a full-time Technical Support Technician at the Entry Level to join our team.

MISSION: To provide prompt, educated and courteous support resolving the clients' first level technical issues, escalating when it is beyond your level of expertise
WHO WE ARE: We are a mature and rapidly growing Vancouver managed services provider which prides itself on innovation and stable growth.

CANDIDATE EXPECTATIONS / OUTCOMES: CUSTOMER SATISFACTION: Achieve 100% customer satisfaction providing excellent client support EDUCATION: Achieve two annual course certifications within your field PROMPT: Achieve 90% of first touch resolutions in under 60 minutes or within 5% of the budgeted allotment PROFITABILITY: Achieve under 5% of recurring problem ticket re-opens

KNOWLEDGE OR ABILITIES REQUIRED:

- Sets high standards and goals
- Shows creativity and innovation
- Shows strategic thinking and visioning
- Able to learn quickly
- Strong customer relationship skills
- Shows integrity and honesty
- Shows protectiveness and initiative
- Has exceptional work ethic
- Excellent listening and communications skills, both verbal and written.
- Organized, detail oriented and self-motivated
- Remain calm under pressure
- Ability to remain in contact with the client thru the completion of the incident
- Problem-solving abilities and ability to meet reasonable deadlines. Ability to build positive and collaborative relationships
- Willingness to develop professionally
- Ability to work with little supervision
- Ability to work on multiple priorities and/or projects simultaneously
- Ability to switch gears and move on to unrelated issues with ease
- Ability to provide and maintain detailed documentation on each job
- Knowledge with basic networking configurations
- Experience in Windows 7 Operating Systems to current
- Knowledge Security Products such as: Security Cameras, Alarm Systems and Access Control Systems

Role and Responsibilities:

- Working with our field services team to assist in troubleshooting CCTV Systems, Intrusion Systems and Access Control Systems
- Working with Customers troubleshooting IT problems such as desktops, printers, laptops and network equipment
- Assisting our field services teams with Data Centre Migrations
- Visiting Customers locations for onsite support

PREVIOUS EXPERIENCE RECOMMENDATIONS**:A+ Certification is preferred ** NET+ Certification is preferred **Microsoft Certified Desktop Support Technician (MCDST) ** 1+ years’ experience in computer network management is required **Experience in managing end client networks is preferred**

**Job Types**: Full-time, Part-time, Permanent, Fixed term contract
Part-time hours: 25-40 per week

**Salary**: $20.00-$27.50 per hour

Additional pay:

- Bonus pay
- Commission pay

Schedule:

- Day shift
- Monday to Friday
- Night shift
- On call

Ability to commute/relocate:

- Mississauga, ON: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Microsoft Office 365: 2 years (preferred)
- Microsoft Windows Server: 2 years (preferred)
- Microsoft Windows: 3 years (preferred)
- Backup: 2 years (preferred)
- Managed Service: 2 years (preferred)
- Customer Service: 4 years (preferred)
- Cloud Computing: 2 years (preferred)
- Knowledge/Experience with CCTV, Intrusion and Access Control: 2 years (preferred)

**Language**:

- English (preferred)

Licence/Certification:

- CompTIA A+ (preferred)
- Microsoft Certifications (preferred)

Willingness to travel:

- 25% (preferred)