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Co-op Student

3 weeks ago

Mississauga, Canada Forsythe Technology Canada Inc Full time

**JOB SUMMARY**:
The Co-op student acts as a facilitator to the MSS team, providing ticket routing and assignment along with handling other ad-hoc duties while providing first-level technical support to the MSS clients. The student also works towards ensuring defined service level agreements (SLA) are met and customer service excellence achieved. The Co-op student also focuses on developing his/her knowledge of technical expertise to enhance his/her growth.

**PRINCIPAL DUTIES AND RESPONSIBILITIES**:
**Services Delivery**
- Facilitate the routing and escalations of tickets and incidents
- Monitor and work with the team to resolve first-level support requests.
- Escalate second-level support to senior team members.
- Identify, record, and escalate service performance trends, anomalies, and SLA breaches to senior leadership.

**Professional Development**
- Attend training sessions or shadowing activities, and obtain industry related certifications as determined by the Manager.

**Data Privacy & Security**:

- All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
- Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment.

**MINIMUM QUALIFICATIONS**:

- Working towards a Bachelor's degree preferably in a technology related field OR
- Working towards an Associate Degree preferably in a technology related field OR
- Some previous experience in helpdesk or infrastructure support role

**NICE TO HAVE CERTIFICATES, LICENSES, REGISTRATIONS**:
Check Point: CCSA, CCSE; Cisco; CCNA, CCNP, SSFIPS; Blue Coat BCCPA, BCCPE, Palo Alto ACE, PCNSE, QRadar CSC, CEH, Security+, Network+, Linux

**SKILL REQUIREMENTS**
- Working understanding of company products and services and IT infrastructure systems.
- Ability to acquire technical skills and develop familiarity with industry or specialty product/service
- Ability to troubleshoot and use standard operating procedures and processes to resolve issues
- Ability to achieve high level of Customer Satisfaction on all engagements.
- Ability to establish positive working relationships and contribute to team objectives in a consulting environment.
- Strong verbal and written communication skills.
- Strong time management and organizational skills.
- Good Word, Excel, Visio, PowerPoint skills.

**SUPERVISION/INDEPENDENT JUDGEMENT**:

- Works under a moderate level of supervision.
- Some latitude for independent judgement.

PHYSICAL REQUIREMENTS, IF APPLICABLE:

- Provide 24x7 support coverage and work on weekends and STAT Holidays as required
- General Office Activities

The above statements are intended to provide the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

Sirius is an equal opportunity employer that values diversity.