Service Desk Technician - Saint-Augustin-de-Desmaures, Canada - AFL Telecommunications LLC

AFL Telecommunications LLC

Verified Company

Saint-Augustin-de-Desmaures, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

America Fujikura Limited (AFL) is looking to grow our Service Desk team We are searching for energetic customer service-oriented Service Desk Technicians.

If you are passionate about IT, have strong technical capabilities, enjoy working in a customer service setting, and excel in a fast-paced and dynamic work environment, this role is for you

HERE'S THE IMPACT YOU'LL MAKE AND WHAT WE'LL ACCOMPLISH TOGETHER:

As a
Service Desk technician, you will ensure proper computer operation so that AFL team members and Business Units can accomplish business tasks.

Each day, this multifaceted opportunity will keep you busy with valueadd activities including:_
Acting as first point of contact for incoming support requests.
Actively resolving team members' help requests within established SLAs.
Provide technical support and problem resolution across the company in person or over the phone.
Test fixes to ensure problem has been adequately resolved.
Perform postresolution follow up's as required.
Develop help sheets and FAQ lists for end users.
Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Record, track and document the service desk request problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Assist in software releases and rollouts according to Change Management best practices.
Reinforce SLAs to manage enduser expectations.
Alert management to emerging problems.

QUALIFICATIONS

Knowledge and Experience

Beining Bilingual is requirement (French and English)
Minimal requirement for at 2years handson practical experience in a technical support position with some recent technical education experience in a postsecondary environment. Or at least 4+ years of handson relevant technical support experience.
A twoyear Diploma or a fouryear Degree in a technical field from recognized college or university or equivalent is strongly desirable.
Knowledge of advanced computer hardware.
Experience with desktop and server operating systems, Microsoft specifically. Working knowledge of Linux and basic administration is also helpful.
Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM, Microsoft Exchange, Azure, and the general Microsoft Office 365 suite of tools.
Experience working in an ITILdriven environment and working knowledge of ITIL principles and processes.
Not required but an asset to have hands on experience with networking equipment such as CISCO managed switches and working knowledge of CISCO AnyConnect VPNs.
Not required but an asset to have previous experience and knowledge of Service Now ticketing system and its inventory/asset management modules.

Skills and Abilities

Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapportbuilding, listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues is required
Ability to absorb and retain information quickly
Ability to present ideas in userfriendly, businessfriendly and technical language
Highly selfmotivated and directed
Keen attention to detail
Proven analytical and problemsolving abilities
Ability to effectively prioritize and execute tasks in a highpressure environment
Exceptional customer service orientation
Experience working in a teamoriented, collaborative environment
Ability to work with mínimal supervision

Time Management capability

Priority and Focus

WORKING CONDITIONS

Hybrid office environment (for this position, a balance of 80% in office; 20% remote mix will be likely)
General office hours are Monday through Friday 8:00am to 5:00pm

WHAT YOU CAN EXPECT FROM US
We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment.

We also provide competitive total rewards plan which includes:

RRSP matching
Group Benefit which starts within the 1st month of employment:
Dental care,
Employee assistance program,
Extended health care
Life insurance,
AD&D,
Short-Term and Long-Term Disability benefit
Work Perk-Saving Program
Onsite parking,
12 Stat holidays
Flexible Work Arrangements
Reimbursements for educational advancement and certifications
Up to 12 hours of paid professional development including:
Leadership development opportunities
Inhouse learning and development opportunities through its Learning Management System