Tier 2 Help Desk Analyst

1 week ago

Ave NW Edmonton AB Canada Keeran Networks Full time
Company Description

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst (Tier 2) to be based in our Edmonton office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

Job Description


•    Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships

•    Deal with tickets escalated from tier 1, and mentor staff at tier 1

•    Interact with clients remotely via telephone (60%) and in person at their locations (40%)

•    Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment

•    Work with vendor support on behalf of our clients to ensure their support issues are resolved

•    Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating

•    Use, update and contribute content to our internal knowledge base

•    Client site visits to resolve issues within skillset

•    Implementation projects as required and able, such as desktop deployments

•    Maintain a calm and professional attitude even when dealing with stressful situations

•    Earn the trust and respect of clients

•    Works on obtaining industry certifications to further career path

•    Time entry in real time

Qualifications


•    Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute

•    At least 3 years of experience in a Help Desk or System Administration role

•    Preference will be given to candidates who have previous been employed at a Managed Services Provider

•    Relevant industry certifications are an asset

•    Experience with Windows desktop and server support and networking

•    Strong and effective oral and written communicator 

•    Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision

•    Professional, responsive, and positive work attitude is essential

Additional Information

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization

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