Co-op - Forsythe Managed Services - Mississauga, Canada - CDW

CDW

Verified Company

Mississauga, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB SUMMARY:

The Co-op student acts as a facilitator to the MSS team, providing ticket routing and assignment along with handling other ad-hoc duties while providing first-level technical support to the MSS clients.

The student also works towards ensuring defined service level agreements (SLA) are met and customer service excellence achieved. The Co-op student also focuses on developing his/her knowledge of technical expertise to enhance his/her growth.

Primary Duty

Services Delivery

Facilitate the routing and escalations of tickets and incidents
Monitor and work with the team to resolve firstlevel support requests

Professional Development

Attend training sessions or shadowing activities, and obtain industry related certifications as determined by the Manager

Additional Duties:

Security is every employee's responsibility, if you are aware of security related vulnerability or noncompliance with the Forsythe Information Security Policy or Employee Handbook you must report it to the Corporate Security Team, Human Resources, or a member of Senior Management.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. HIPAA or other regulatory training may be required based on your role or assignment.

MINIMUM QUALIFICATIONS:

Working towards a Bachelor's degree preferably in a technology related field OR
Working towards an Associate Degree preferably in a technology related field OR
Some previous experience in helpdesk or infrastructure support role

NICE TO HAVE CERTIFICATES, LICENSES, REGISTRATIONS:

Check Point:
CCSA, CCSE; Cisco; CCNA, CCNP, SSFIPS; Blue Coat BCCPA, BCCPE, Palo Alto ACE, PCNSE, QRadar CSC, CEH, Security+, Network+, Linus+

SKILL REQUIREMENTS

Working understanding of company products and services and IT infrastructure systems.
Ability to acquire technical skills and develop familiarity with industry or specialty product/service
Ability to troubleshoot and use standard operating procedures and processes to resolve issues
Ability to achieve high level of Customer Satisfaction on all engagements.
Ability to establish positive working relationships and contribute to team objectives in a consulting environment.
Strong verbal and written communication skills.
Strong time management and organizational skills.
Good Word, Excel, Visio, PowerPoint skills.

SUPERVISION/INDEPENDENT JUDGEMENT:

Works under a moderate level of supervision.
Some latitude for independent judgement.

PHYSICAL REQUIREMENTS, IF APPLICABLE:

Provide 24x7 support coverage and work on weekends and STAT Holidays as required
General Office Activities
The above statements are intended to provide the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.