Helpdesk Support Technician

About Us

Pimicikamak Communications Corp. (PimComm) is establishing itself as a 100% Indigenously-owned Internet Service Provider to offer residential and commercial high-speed internet throughout underserved regions in Northern Manitoba.

Position Summary

This Helpdesk Support Technician role will be responsible for handling incoming and outgoing calls, troubleshooting technical issues, and communicating effectively with clients, customers, and team members. You will diagnose and remotely resolve connectivity issues, escalating matters to the appropriate channels when necessary. Preference will be given to candidates located in and around the Cross Lake, MB community area.

Responsibilities:

· Provide assistance and support to clients and customers when handling inbound and outbound calls and emails.

· Remotely troubleshoot, diagnose, and resolve technical issues for users.

· Escalate complex or unresolved issues through the appropriate channels to ensure timely resolution.

· Generate and maintain reports on support cases, tracking resolutions, and key metrics.

· Perform additional support-related duties as assigned, contributing to the overall efficiency of the team.

Competencies:

· Customer Service Oriented: Provide exceptional service by active listening, communicating empathetically, and resolving issues in a timely manner to ensure a positive user experience.

· Technical Competency: Strong ability to diagnose and resolve technical issues, including software, hardware, and network problems, using various diagnostic tools and methods

o Proficiency in troubleshooting and assisting with a wide range of devices, such as tablets, computers, and cell phones, as well as understanding different operating systems and applications.

· Problem-Solving and Analytical Thinking: The ability to analyze problems, identify root causes, and provide effective solutions, while escalating more complex issues when necessary.

· Communication and Documentation Skills: Clear communication, both in writing and verbally, to explain technical issues in simple terms and document incidents accurately for future reference.

· Adaptability and Willingness to Learn: Openness to learning new technologies and staying updated on industry trends to continually improve skills and effectively address emerging technical issues.

· Time Management and Multitasking: The ability to prioritize and manage multiple tasks efficiently, responding promptly to user requests and balancing phone, email, and hands-on support.

· Team Collaboration: Working well with colleagues to share knowledge and resolve complex issues, contributing to the overall success of the IT support team.

Qualifications:

· Education: A High School Diploma or equivalent (GED) is considered an asset.

· Experience: No prior experience is required. Previous experience in an inbound call center or similar supporting role is considered an asset.

· Skills: Basic understanding of internet technologies, customer connectivity, and basic troubleshooting. Strong time-management skills and the ability to work independently with minimal supervision.

· Certifications: No certifications required. Telecommunication, IT, or related industry certifications are considered an asset.

· A Valid Driver's Licence is required.

Working Conditions:

· Ability to work remotely. A suitable home office environment is preferred.

· Ability to work flex hours (i.e. start in the afternoon, end in the evenings) after the initial onboarding period (minimum 3 months).

· Sitting for extended periods and handle incoming customer calls.

· Must be able to lift and carry up to 50 lbs.

· Criminal Background Check required.

· Valid Class 5 license and clean driving record

· Ability to travel occasionally as may be required for specific projects or training/developmental opportunities.

Reporting to: Network Systems Architect

Compensation: Base wage of $20– $25 per hour. Actual wage will be determined based on experience and qualifications. We offer competitive total compensation complete with comprehensive benefits package, such as:

· Health/Dental/Paramedical insurance

· Vision insurance

· Life insurance

· Paid time off

· Job-related training and professional development opportunities

We aim to foster a culture of inclusivity as an equal-opportunity employer, recognizing that our greatest asset is our people. We are committed to attracting and retaining a diverse workforce, and qualified applicants will be considered for employment. We encourage applications from individuals with disabilities, Indigenous peoples, and members of visible minorities.

If you are an enthusiastic, goal-oriented individual who is interested in being a part of our team, then we want to hear from you Only those eligible to work in Canada need apply as we will not assess those that do not meet that minimum requirement.

We thank all who apply for their interest and time, however, we will only contact those who we have short-listed for an interview. Please call if you need assistance.

Job Type: Full-time

Pay: $20.00-$25.00 per hour

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Education:

• Secondary School (preferred)

Licence/Certification:

• Class 5 Driver's Licence (required)

Location:

• Cross Lake, MB (preferred)

Work Location: Hybrid remote in Cross Lake, MB