- Support internal and external customers; Escalate and transfer service requests and assignments to other teams based on expertise required
- Manage and prioritize support requests from multiple channels regarding general business queries, and technical end user support
- Ensure that incident and service request tickets are assigned, actioned, and closed in a timely manner while managing customer expectations by providing regular updates whilst adhering to the appropriate naming conventions, categorization, and assignment procedures
- Managing internal users in Active Directory e.g., adding, modifying, and removing users from groups and roles
- Managing network file access permissions
- Diagnosing general hardware, software, network, and
systems issues. - Proactively staying abreast of company policies and
procedures - Troubleshoot and resolve IT-related problems efficiently and effectively
- 2+ years of continuous hands-on experience working in a helpdesk environment, preferably with a strong focus on resolving IT related issues
- Experience with PC hardware setup and configuration experience.
- Proficiency in providing remote support to end-users using various remote assistance tools.
- Strong knowledge in Microsoft Windows OS (Windows 10 – Windows11)
- Microsoft Active Directory
- Group Policy
- File Access Management
- Microsoft Azure-Identity, Microsoft Intune
- Microsoft Exchange and mailbox management experience
- Knowledge in Microsoft Servers, PowerShell or other scripts languages may be beneficial
- Experience in Microsoft Teams, Microsoft Office 365 with emphasis on Outlook, Word, Excel, and PowerPoint
- Experience with VPN
- Anti-Virus software and solutions
- Understanding of cybersecurity best practices
- Understanding of networking concepts, DHCP, DNS, VPN - services, network protocols, and troubleshooting
- Analytical thinking to identify root causes of recurring issues and implement permanent fixes.
- Ability to diagnose and resolve hardware, software, and network issues efficiently.
- Logical problem-solving skills to troubleshoot and find solutions to technical problems.
- Strong written and verbal communication skills for clear and concise documentation and explaining technical concepts to non-technical users
- Excellent customer service and communication skills to interact with end-users effectively
- Patience and empathy in dealing with users' technical issues
- Willingness and ability to quickly learn and adapt to new technologies and software.
- Accurate and thorough documentation of support requests, troubleshooting steps, and resolutions.
- Ability to create and maintain detailed records of support requests, solutions, and recurring issues.
- Effective time management and organizational skills to prioritize and handle multiple tasks simultaneously
- Ability to collaborate with other IT professionals and teams when complex issues require escalation
- Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Desktop Support Technician (MCDST), or others may be beneficial
IT Support Technician - Nova Scotia, Canada - Meridia Recruitment Solutions
Description
Role Description
:As a member of the IT Customer Support team, the IT Support Technician is responsible for providing high quality technical and application support to BF&M staff, assisting, and addressing technical support issues received via phone and email, efficiently and accurately.
Your responsibilities will include:
Your Qualifications:
Who we are:
At BF&M, great talent is at the core of our success across all jurisdictions in which we operate. Key programs are dedicated to appreciating and developing our people through training resources, performance reviews, bonus awards, sports and social events and various opportunities to share knowledge with colleagues from around the world. We strive to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We offer flexible working arrangements with a hybrid model of working in the office and at home.