Service Desk Technician Level 1 - Ottawa, Canada - Aversan

Aversan

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

SERVICE DESK TECHNICIAN

Location:
Ottawa, ON

Job Type:
On-site

RESPONSIBILITIES

Provide outstanding customer service.
Operate as first and second level support to endusers running workstations and laptops and extend/simplify remote support for global users.
Perform Windows network administration tasks.
Prepare, maintain and uphold logging and reporting procedures and monitor desktop operations via ticketing system.
Analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users and then coordinate with computer specialists to resolve technical problems.
Be logged into Call Center and ready to take incoming calls during standard business hours.
Be in the oncall rotation for after hour support.
Has a strong desire to learn.
Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
Document all enduser requests and interactions in ticketing system completing all steps as defined.
Provide technical account management for customers resolving issues and escalating when appropriate.
Provide fast response and maintain a high level of professionalism at all time.

BASIC QUALIFICATIONS

At least 2+ years of experience in IT support role in Windows technologies
Experience with Service Now
Experience working in an agile operations model.
Experience working in a Microsoft 365 work environment (MS Teams, Sharepoint, Exchange Online)
Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
ITIL certification desired
Certifications in Windows system management is a plus.
Linux certification is a plus.
Formal Windows classroom training and certifications Microsoft technologies
High level of integrity with strong work ethic