Intern, Technical Support

What will you do?

Below are some of the primary responsibilities you will be taking on in this role:

• Perform first level triage support via phone, email and deskside;
• Assist with organizing our support ticket inbox to better field requests efficiently;
• Logging tickets in our Service Now ticketing system and ensuring that proper details and troubleshooting steps are input for level 2 escalations as needed;
• Assisting our Support Centre team with in-office setups and moves as well as working with the senior members of the Support Centre team to assist with new employee setups;
• Meeting room technology setup and support – Checking each meeting room to ensure all technology is online before meetings begin for the day. Working with Support Centre and Level 2 support for exec meeting setups and troubleshooting;
• Helping our team ensure that all printers are online and accessible on each floor our corporate office, as well as remote sites;
• Assisting the team in keeping the IT storage room clean and organized. Ensure that new equipment received is logged and tracked into our asset management system;
• Project Support – Support the Senior Support Centre team with any project deliverables, from mobile phone deployments, laptop refreshes, software installs/un-installs etc.;
• Work with Support Centre staff and Office Services to coordinate equipment shipments and equipment retrievals. This is for employee on-boarding and off-boarding; and
• Other duties as needed by management and team members.

Below are some of the primary responsibilities you will be taking on in this role:

• Currently pursuing a College diploma or University degree in IT related Studies.
• Experience in support, installation, and repair of computer equipment along with experience in software evaluation, configuration;
• Knowledge of the Microsoft Windows 11 Operating System, Microsoft Office 365, SharePoint, Microsoft Teams, One Drive, and other Microsoft products is an asset;
• Basic networking experience and knowledge of Internet access protocols (i.e., TCP/IP, LAN/WAN protocols, switches, and Internet circuits);
• Experience with mobile devices such as iPhone (iOS) and Android platforms with regards to email setup, configuration and troubleshooting;
• Experience with generative AI Tools is an asset;
• A strong independent work ethic;
• Excellent troubleshooting abilities with the ability to learn new concepts, products, and technologies quickly;
• Excellent understanding of customer service including managing internal relationships; and
• Exceptional organization, communication, and time management skills.