Technical Support Representative- Transitional

3 days ago

Ottawa, Canada CCI Ottawa Full time

**About Us**

The Catholic Centre for immigrants (CCI) has been serving refugees and immigrants for more than 65 years. CCI is a bridge between the 7,000 immigrants and refugees who come to Ottawa each year and the community. We provide programs and services to help newcomers settle and integrate. We also work in the community to promote the value of a diverse and more welcoming community for all.

***

The Technical Support Representative will work under the direction of the IT Manager. The primary responsibilities is to identify and resolve hardware and software issues, diagnose and repair faults and manage network problems. The Representative will support the employees and will perform other duties as required by the organization.

**This position reports to**: IT Manager
**Employment status**: 12 Months contract with a possibility of extension

**MAIN DUTIES & RESPONSIBILITIES**
- Identifying hardware and software solutions.
- Troubleshooting technical issues.
- Diagnosing and repairing faults.
- Resolving network issues.
- Installing and configuring hardware and software.
- Talking employees through a series of actions to resolve a problem.
- Following up with clients to ensure the problem is resolved.
- Replacing or repairing the necessary parts.
- Providing support in the form of procedural documentation.
- Managing multiple cases at one time.
- Testing and evaluating new technologies.
- Conducting electrical safety checks on equipment.

**QUALIFICATIONS**

**(Education, Knowledge, Experience, Skills)**
- Post-secondary education in a related field, or an equivalent combination of education and experience.
- Knowledge and expertise in Microsoft Azure, Intune, MS Teams Phone System, SharePoint, Power Automate, SonicWall firewall and networking
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Good written and verbal communication.
- Communicate with clients to diagnose technical issues.
- Provide step-by-step instructions to fix technological issues.
- Provide backup solutions whenever necessary
- Provide training sessions for new hardware or software products
- Access instruction manuals to help users utilize their software or hardware properly
- Keep detailed logs of client problems, solutions, and customer satisfaction
- Provide instructions in simple terms
- Work together with IT Administrator to find solutions to more complex issues.
- The Catholic Centre for Immigrants (CCI) is committed to being an equal opportunity employer._

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