Technical Support Specialist - Local

Overview

Service desk engineers are first responders to reported and ticketed client issues. The Service Desk Engineer (SDE) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDEs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed.

SDEs must work within the reactive services framework of the Service Desk using established team processes.

SDE roles will vary based on SDE skill set and therefore ticket types assigned. The following outlines delineation between SDE roles:

• L1:
  Triage and user MACs
• L2:
  Mid and advanced level support
• L3:
  Escalations and team mentor

• Provide support to end users of managed services clients
• Take direction from the Service Desk Coordinator and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets to the SDC when assigned tickets cannot be resolved within 1 hour to maintain acceptable average resolution time KPI
• Seek assistance from the L3 SDE or SDC when stuck
• Document service work and time in our PSA
• Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
• Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business
• Work with the SDC to identify chronic service issues across the client base
• Provide on call support based on the on call schedule/rotation
• Provide on-site service as necessary
• Maintain technical skills required to perform the SDE role
• Attend and participate in weekly team meetings and daily huddles

• Experience:
  
  Help desk – 3 years (required); IT support – 1 year (required)
• Language:
  English (required)
• Licence/Certification:
  Driving Licence (required)
• Location:
  
  Moncton, NB E1E 2G7 (required)
• Work Location:
  
  Hybrid remote in Moncton, NB E1E 2G7
• Job Types: Full time, Permanent
• Application question:
  Are you legally authorized to work in Canada for at least the next 12 months without employer sponsorship? (e.g., Canadian citizen, permanent resident, or valid open work permit)

• Dental care
• Extended health care
• Paid time off