Service Desk Technician

America Fujikura Limited (AFL) is looking to grow our Service Desk team We are searching for energetic customer service-oriented Service Desk Technicians.

If you are passionate about IT, have strong technical capabilities, enjoy working in a customer service setting, and excel in a fast-paced and dynamic work environment, this role is for you

**HERE'S THE IMPACT YOU'LL MAKE AND WHAT WE'LL ACCOMPLISH TOGETHER**:
As a **Service Desk technician,** you will ensure proper computer operation so that AFL team members and Business Units can accomplish business tasks.
- Each day, this multi-faceted opportunity will keep you busy with value-add activities including:_
- Acting as first point of contact for incoming support requests.
- Actively resolving team members’ help requests within established SLAs.
- Provide technical support and problem resolution across the company in person or over the phone.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow up’s as required.
- Develop help sheets and FAQ lists for end users.
- Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Assist in software releases and roll-outs according to Change Management best practices.
- Reinforce SLAs to manage end-user expectations.
- Alert management to emerging problems.

**QUALIFICATIONS**

**Knowledge and Experience**
- Beining Bilingual is requirement (French and English)
- Minimal requirement for at 2-years hands-on practical experience in a technical support position with some recent technical education experience in a post-secondary environment. Or at least 4+ years of hands-on relevant technical support experience.
- A two-year Diploma or a four-year Degree in a technical field from recognized college or university or equivalent is strongly desirable.
- Knowledge of advanced computer hardware.
- Experience with desktop and server operating systems, Microsoft specifically. Working knowledge of Linux and basic administration is also helpful.
- Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM, Microsoft Exchange, Azure, and the general Microsoft Office 365 suite of tools.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Not required but an asset to have hands on experience with networking equipment such as CISCO managed switches and working knowledge of CISCO AnyConnect VPNs.
- Not required but an asset to have previous experience and knowledge of Service Now ticketing system and its inventory/asset management modules.

**Skills and Abilities**
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues is required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly, business-friendly and technical language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Ability to work with mínimal supervision
- Time Management capability - Priority and Focus

**WORKING CONDITIONS**
- Hybrid office environment (for this position, a balance of 80% in office; 20% remote mix will be likely)
- General office hours are Monday through Friday 8:00am to 5:00pm

**WHAT YOU CAN EXPECT FROM US**

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also provide competitive total rewards plan which includes:

- RRSP matching
- Group Benefit which starts within the 1st month of employment:

- Dental care,
- Employee assistance program,
- Extended health care
- Life insurance,
- AD&D,
- Short-Term and Long-Term Disability benefit
- Work Perk-Saving Program
- On-site parking,
- 12 Stat holidays
- Flexible Work Arrangements
- Reimbursements for educational advancement and certifications
- Up to 12 hours of paid professional development including:

- Leadership development opportunities
- In-house learning and development opportunities through its Learning Management System

**WHO IS AFL?**

America Fujikura Limited (publicly known as AFL) is a premiere service provid