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    IT Service Desk Engineer - Toronto, Canada - TalentVault Network Inc.

    TalentVault Network Inc.
    TalentVault Network Inc. Toronto, Canada

    6 days ago

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    Description

    IT Service Desk Engineer (Level 2) Toronto

    Role Overview

    As an IT Service Desk Engineer, you will be the initial point of contact for users reporting end-user computing issues, telecommunications, networks, and in-house applications. Your primary focus will be on delivering exceptional customer service and efficiently resolving support matters.

    The ideal candidate should be prepared to travel to other Canadian offices as needed.

    Key Responsibilities:

    • Respond promptly to incoming calls, self-serve calls, and emails to the Service Desk while upholding a high standard of customer service
    • Handle incoming service requests such as granting application access, setting up new equipment, and managing user accounts in alignment with SLAs and KPIs
    • Record and maintain Service Desk knowledge base entries accurately and promptly with solutions to problem investigations
    • Maintain the asset inventory, including computer hardware, software, and peripherals like printers and telephones
    • Keep employees informed of any outstanding IT issues with clear communication
    • Assist with IT projects or address IT issues in other offices as necessary
    • Collaborate effectively with colleagues locally and internationally
    • Provide coverage for team absences
    • Configure, troubleshoot, and maintain application software, desktop operating systems, and peripherals
    • Contribute to Change Management and Problem Management processes

    Skills and Qualifications:

    • IT/Technical qualifications (e.g. Windows 10 MCDST certification, MOS, MPSA certification)
    • Minimum of 3 years' experience in a similar role
    • Proficiency in Microsoft operating systems, Active Directory, Office 365, and Azure Administration
    • Experience with SCCM and PC image deployment
    • Working knowledge of ITIL practices
    • Basic networking skills such as TCP/IP, DNS, DHCP, and VPN
    • Familiarity with iManage Worksite/Filesite, IP Phone Administration, Mobile Device Management, and security products
    • ITIL Foundation Certificate (desirable)

    Desired Candidate Attributes:

    • Strong customer service and communication skills
    • Effective problem-solving abilities
    • Capability to work in demanding situations
    • Self-motivated and team-oriented mindset
    • Willingness to commit to additional efforts when necessary
    • Attentive to detail with a positive and adaptable approach

    This role involves a hybrid work model, requiring approximately 8 days of in-office work per month.

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