Help Desk Tier 2 IT Support - Ottawa, Canada - FULLY MANAGED INC

FULLY MANAGED INC

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Fully Managed
Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world.

Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

Fanatical Service
Absolute Accountability
Inspiring our People
Passion for Innovation
Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

Why Fully Managed:

We don't want to fill jobs; we want to partner with you throughout their career journey by providing:

career growth and professional development by sponsoring your ServiceNow Certifications

- the technology you need to enhance your daily work,
- a team of like-minded professionals without ego that help each other grow and flourish
- a comprehensive benefit package, and
- paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

remote work environment,

- flexible hours, and a
- fitness subsidy.

Key areas of responsibility:

Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time
Primarily providing remote support, but also providing onsite support as required
Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate
Maintaining accurate documentation of client networks, resolved issues, and client information
Communicating ticket status and updates directly to clients
Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided
Participating in team and company huddles to help ensure the success of the team and organization
Pursuing two certification exams per year
Being willing to work flexible hours when required to meet client deadlines
Tracking time and submitting time sheets for work completed
Performing other duties and tasks as required.

Skill and knowledge requirements

We're flexible but these are a must:

Ability to multi-task and adapt to changes in an extremely fast-paced environment
Demonstrated advanced skill in planning and preparing clear written communications
Ability to calmly and professionally handle emotionally charged clients interactions
Prompt, reliable and willing to do whatever it takes to exceed customer expectations

Assets

University degree in computer science or equivalent experience
Experience with ITIL service management concepts and methodologies and certification an asset
Current or previous professional technology certifications
Intimate knowledge of ConnectWise and ITGlue

Interested?

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act.

Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

**No recruiters and no phone calls please