IT Customer Care

Grand River Foods is a leading food solutions company serving customers in the North American grocery and food service industry. As a member of the Sunrise Farm family, we remain as dedicated as ever to both providing a quality work environment for our employees, as well as producing only the highest quality products for our customers. We are known for the great care we take with clients and employees alike.

Role:
**Responsibilities**:

- Creation and termination of Network / O365 user accounts.
- Creation of group permissions and rights to file directories.
- Application groups and distribution lists.
- Telecommunication service request - moves, adds and changes.
- Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.
- Assist Systems Administration and IT Infrastructure team in support of users with requirements for remote access.
- Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions.
- Document all actions and solutions within helpdesk tickets and update the technical details within operational procedures as appropriate.
- Ensure customer satisfaction, including taking ownership of an opened tickets and ensuring incidents are fully resolved.
- Create and maintain support documentation and document operational processes as related to the operations of IT Customer Care & Helpdesk team.
- Work closely with other IT staff to identify chronic problems and help document the action plan to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.).
- Participate in pre-deployment / deployment of projects and provide support, documentation and all readiness documents in preparation for transition to production and hand off to internal support groups.
- Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations.
- Produce reports as required to facilitate the work deliverables, set and measure customer service targets.
- Participate in IT Customer Care & Helpdesk team meetings and identify outstanding issues and areas for improvement.
- Undertake any other related duties as assigned.

**Requirements**:

- Working in an IT environment 5-7 years in a customer service-oriented role.
- Background in a Help Desk environment tiers 1 & 2.
- Understanding of Incident and Change Management and ability to follow Sunrise Farms’ process, procedure standards and methodologies.
- Basic understanding of Infrastructure, Business Applications, and Help Desk technology.
- Working in an environment requiring constant and clear communications both verbal and written.
- Working in a team environment and experience working cohesively with related IT teams.
- Basic understanding of the project management life cycle.
- Gathering information, analyzing and providing trending analysis.
- Proven writing skills with the ability to organize and present information in various forms such as textual, graphical and statistical.

**Education**:

- College Diploma with an IT specialty or Business Administration with emphasis on communications and/or equivalent experience.
- Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), A+ certificate, etc.

**Job Demands and/or Physical Requirements**:

- Sufficient mobility to complete cabling and setup tasks.
- This is a 24/7 environment and availability via mobile services outside of office hours is occasionally required (on call service).
- Available to cover 7am - 6pm PST shifts, Mon-Fri in our offices location in Ontario.
- Regular travel between our two facilities in Cambridge and Waterloo (Mileage between the locations to be reimbursed).

LI-SJ

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At Sunrise Farms we are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other identifying characteristic are encouraged to apply.