Desktop Support Technician - Vancouver, Canada - Mark Anthony Group Inc. - Canada

Mark Anthony Group Inc. - Canada

Verified Company

Vancouver, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Mark Anthony, we are driven by an unwavering dedication to taste and innovation.

We have a history of crafting new to world brands of distinction that have disrupted traditional beverage categories and completely transformed the global beverage industry.

We're on an outstanding adventure. We're going where others aren't, and we're growing like others can't as a result. And we want
YOU to help write the next chapters with us.

The role:

Reporting into the Service Desk Manager, as the
Desktop Support Technician you will provide technical assistance and support to all Mark Anthony Group employees related to computer systems, hardware, or software.

You will also be responsible for providing great customer service and communication skills to employee inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a defined scope of support.

What you'll do:

Open, monitor, troubleshoot, dispatch, and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within help desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.
Receiving and unpacking workstations, laptops, and monitors.
Deploy, wipe, and reimage IT equipment
Ensure all incidents and requests are entered in reporting/ticketing system, collects detailed information to fully document incidents and request.
Collaborates and works with vendors to resolve software and hardware issues
Engage appropriate resources in the resolution of incidents/requests.
Provides status updates to customer and management in case needed.
Maintain, and troubleshoot, hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (Office 365, point of sale, telephone system, etc.) and networks (mobile device to servers).
Suggests process improvements to manager in areas that could positively impact the business and the level of support.
Performs all assigned tasks accurately, efficiently, and in accordance with applicable policies and procedures
Maintains confidentiality and privacy of employee and company sensitive data.
Set up and manage user accounts in network ensuring appropriate access and security.
Document inquiries and requests thoroughly in the IT ticketing system.
Write user documentation and training manuals

What you'll bring:

Minimum 3 years of previous help desk or related experience
Solid understanding and experience with Active Directory and Microsoft Exchange required
Experience with use common ticketing systems: ServiceNow preferred
Experience supporting Xerox and HP printers preferred
Experience with audio/video systems preferred
Excellent customer service skills.
Excellent organizational skills
Excellent verbal and written communication skills.
Organized, able to prioritize, manage time effectively, and multitask.
Knowledge of networking and wiring, PBX Telephone system, and MS Server end would be considered an asset
Able to lift and carry IT hardware
Regularly available to be oncall every 2 months
On-Site support is required
ITIL Foundations v4 Certified (preferred)

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At Mark Anthony, we live by our 5 Core Values every day:

Sense of Urgency
Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe if it can be done, we're the ones who will do it first.

Authenticity
We need to stay real because our brands, our stories and our culture must remain genuine to thrive.

When we have the best intentions for all, we create space to be our whole selves and do great things together.

Simplicity
Our lives are complicated enough.

So why use 50 words when you can use 5?We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.

Humility
Egos distract us. When we're humble, we're open to listen, take feedback and change direction quickly. We're here for each other, and together we do great things.

Trust
We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.