Help Desk Tier 1 IT Support/workstation Build - Ottawa, Canada - FULLY MANAGED INC

FULLY MANAGED INC

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Join our team

Fully Managed by TELUS is a one-stop-shop for technology solutions that help businesses navigate and succeed in today's digital world of work.

With decades of collective experience in IT, Fully Managed by TELUS provides companies with the technology support, expertise, and products and services they need to be productive and proactive - helping them work smarter, more securely and with greater efficiency.

The Fully Managed by TELUS team leads a diverse Managed Services portfolio in a fast-paced and entrepreneurial environment, providing a great place to learn and grow.

We are the destination of choice for entrepreneurial data-driven people that enjoy a challenge. We have a culture and team members with values that focus on ownership, outcomes, curiosity, iteration and celebration.

The impact you'll make and what we'll accomplish together
Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is Creating Peace Of Mind through better IT, customer and employee experiences to make workflow

What you'll do

Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time
Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate
Maintaining accurate documentation of client networks, resolved issues, and client information
Communicating ticket status and updates directly to clients
Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided.
Participating in team and company huddles to help ensure the success of the team and organization
Pursuing two certification exams per year
Being willing to work flexible hours when required to meet client deadlines
Tracking time and submitting time sheets for work completed
Performing other duties and tasks as required

What you bring

Highly comfortable in interacting with others, of varying personalities, on the phone and through chat
Adaptable and open to constant priority changes
Calm and collected disposition because there will be pressure and difficult situations
Combination of education and certifications

Diploma or Bachelor Degree related to IT

1+ years of previous experience providing Tier 1 technical customer support

Great-to-haves

Experience with ITIL service management concepts and methodologies and Microsoft, Cisco, and CompTIA A+ certifications
Current or previous professional technology certifications
Previous MSP (Managed Service Provider) experience

Salary Range:
$45,000-$62,500

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience.

Interested?

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act.

Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

No recruiters and no phone calls please