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Helpdesk Support

3 weeks ago

Toronto, Canada Fidelity IT Solutions Full time

Technical Support Specialist

Position Summary:
**Duties**:

- General Office 365 and GSuite Administration
- Provides technical leadership to the Helpdesk through training, coaching and continual engagement.
- Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Helpdesk. Ensures adherence by Helpdesk Support
- Research new technologies to stay informed on Helpdesk standards and best practices. Makes recommendations to Manager, Helpdesk with detailed product evaluation for inclusion in technology roadmap
- Oversees all incidents & requests and assigns tasks to the Helpdesk Support.
- Monitors the team’s conformance with the Service Level Agreements
- Provides escalated technical support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
- Closely adheres to defined Global IT Service Management processes
- change management, incident management, knowledge management, problem management, request management and service level management processes
- Logs all client contacts into the IT Service Management Tool
- Responsible for accuracy into the IT Service Management Tool
- Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
- Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
- Additional duties as assigned by the Manager, Helpdesk

Project Coordination
- Serves as the primary contact for large Helpdesk projects. Ensures alignment of activities and technical approach.
- Collaborates with project team members, providing technical leadership, assists in creation of detailed task plans and executes activities, communicating status accordingly
- Helps ensure relevant milestones and task plans for assigned projects are reached to ensure successful delivery

Knowledge/Skills/Competencies Required:

- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- Min 3 years previous experience, ideally with a combination of IT Level 1 and Level 2 support roles
- Ability to work with Ticketing System (Freshservice, AutoTask)
- Great customer service skills
- Break/Fix Hardware/Software/Networking/Printers
- Experience troubleshooting issues clients may be having connecting to or using network services
- Experience supporting both onsite and remote users
- Experience working within project teams to deliver, manage and report on tasks and timelines
- Strong troubleshooting, investigative and problem-solving skills
- Inventory Management
- Purchasing and Logistics
- Ability to design and develop end-user FAQ & training documentation
- Enthusiastic and pleasant attitude
- Strong desire to learn and contribute
- Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
- Upholds best practice standards as well as departmental policies and procedures
- Excellent listening skills, verbal, and written English communication.
- Able to travel to supported cross-border locations (5%)
- In possession of a valid driver's license

**Experience**:

- Previous experience in a customer service or technical support role is preferred
- Familiarity with LAN (Local Area Network) setup and troubleshooting
- Excellent problem-solving skills and attention to detail
- Effective communication skills, both verbal and written
- Ability to work independently and as part of a team

This is an exciting opportunity for individuals who are passionate about providing excellent customer service while utilizing their technical expertise. Join our team as a Helpdesk Support Specialist and help our customers resolve their technical issues in a timely and efficient manner.

**Note**:Fidelity IT Solutions recognizes that its success is due to the strength of its employees. A primary goal of FIT is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with FIT. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, FIT. We are pleased to offer competitive compensation, benefits, a progressive and challenging workplace and a commitment to teamwork and integrity.

Pay: $25.00-$30.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- Vision care
- Wellness program

Schedule:

- Monday