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Technical Support Specialist

2 weeks ago

Toronto, Canada hearinglife_Canada Full time

**SCOPE**:
Reporting to the Director of IT, the Technical Support Specialist provides phone-based technical assistance to end users, troubleshooting issues related to hardware, software, and network systems. You will be responsible for efficiently resolving customer queries, ensuring a high level of customer satisfaction, and escalating more complex issues to the appropriate support teams when needed. In addition, the Technical Support Specialist will help oversee the IT department's ticket queues, ensuring all requests are properly categorized, prioritized, and resolved as quickly as possible.

**SUCCESS CRITERIA**:

- Serves as the single point of contact for all system users regarding IT-related issues.
- Owns and manages all IT requests classified as Level 1 or Level 2 support, regardless of system or area.
- Ensures adherence to IT policies, procedures, and standards.
- Coordinates with vendors when necessary for servicing or replacing defective devices.
- Collaborates with other IT staff to develop fixes, enhancements, and system improvements.
- Ensures all inbound support calls are answered promptly and resolved efficiently.
- Ensures inbound support tickets are addressed and resolved in a timely manner.
- Configures, installs, optimizes, and decommissions IT assets as required.
- Provides technical expertise to ensure the company’s technology use aligns with its business goals.

**REQUIREMENTS, EXPERIENCE AND CONSIDERATIONS**:

- College Degree preferred, or combination of work experience and professional certifications
- Professional certifications a plus (CompTIA, HDI, ITIL, Cisco, Microsoft)
- Minimum 1 years working experience in a Service Desk or technical support function
- Strong working knowledge and troubleshooting skills for Microsoft products (Windows, Office, etc)
- Experience administrating with the following technologies: SCCM, MS Exchange, Office365 Admin console, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, WAN
- Excellent time management and organizational skills
- Excellent written and verbal communication skills
- Highly self-motivated, proactive, and results driven
- Comfortable working in a fast-paced environment
- Experience working with retail environments a plus
- Ability to lift 25 lb boxes

**REQUIRED BEHAVIOURS**:
The incumbent is required to behave in accordance with our Demant Values:

- We create trust - We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.
- We are team players - We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals.
- We create innovative solutions - We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

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