Dispatch Technician - Markham, Canada - BFG Enterprise Services

BFG Enterprise Services

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requirement:
Full-time

-
Markham

Role:

To provide the first line of support for all computer related Software/Hardware and telecommunications requests.

Duties and Responsibilities:

Undertake first line diagnostics over the phone to determine and resolve PC/peripherals & hardware/software issues.
Respond and resolve basic enduser requests in the areas of software, hardware, networking and telecommunications immediately before dispatching or escalating unresolved issues to Field Tech Support Staff or Technical Support Staff
Open help desk ticket using the appropriate tracking software. Log all incoming requests and steps taken towards resolution. Document and complete detailed service requests on the system
Manage service tickets by tracking service calls from initiation through to completion, ensuring that all service tickets have been closed on the system when all calls have been completed and that the client is satisfied
Manage problem recognition, research, isolation, resolution and followup on all tickets/requests. Escalate problems or issues as needed to Field Service Technicians.
Maintain network user security profiles including passwords and systems access.
Perform work on revolving day/night shifts

Requirements:

Technical Skills:

Must possess PC troubleshooting knowledge, for both hardware and software
Must possess mobile support knowledge, for both hardware and software
A+, CCNA and CompTia an asset

Personal Requirements:

College Diploma or University Degree in Information Technology preferred, but will consider applicants with equivalent workrelated experience
Understanding of IT Helpdesk Call Logging software and procedures.

years related experience within a service based industry

Previous quality assurance, scheduling or escalation experience an asset
Must possess strong customer service attitude and interpersonal skills
Must possess excellent written and verbal communication skills
Ability to work effectively within tight timelines
Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service