Service Desk Technician
Service Desk Technician WHY YOU WILL LOVE WORKING HERE:
- Culture First:
We believe attitude and teamwork are as important as technical skills. We are a supportive, people-focused organization where collaboration and growth thrive. - Core Values:
We live by the values of Quality, Superior Communications, Trustworthiness, Consistency, and Motivation and we are looking for a leader who embodies them daily. - Growth & Innovation:
Technology changes fast- we foster a culture of continuous learning and problem-solving, so you will never be bored.
Service Desk Technician
SUMMARY OF ROLE:SolutionsIT is looking for a Service Desk IT Support Technician. We are looking for applicants who take pride in the quality of their work and who share our commitment to honesty, integrity, and personal accountability. You must have extremely strong verbal and written communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts.
A sense of urgency for task completion and for client experience are essential. This is an outstanding opportunity to join a team of highly qualified peers and to play an integral role in a thriving company that will challenge you to grow both your technical and business skills. We are excited to learn how you have leveraged your life experiences, your enjoyment of interacting with others, and your refined communication skills while seeking opportunities to help and serve others.
SUCCESS IS MEASURED:
- Billable Hours logged (Hrs)
- Average Hours Per Endpoint (Hrs)
- Billable Utilisation (%)
- Same Day Closed (%)
- Response time and availability (Hrs)
- Volume and nature of escalations (%)
- Customer and team sentiment
- Resolving reactive issues for clients in-person and remotely.
- Problem solving on every level of the OSI model.
- Providing outstanding communications through phone, email, and chat, with clients, coworkers, and vendors.
- Leveraging and managing excellent customer documentation.
- Efficiently managing expectations, tasks, priorities, and deadlines.
- Contributing to the team's increased efficiency by refining processes and procedures, and through conversation and collaboration.
- Participating in training and professional development.
- Exercises strong verbal and excellent written communication skills.
- Possesses a postsecondary diploma in IT or the equivalent experience.
- Enjoys customer service and personally owns each customer experience.
- Experienced in deploying new, as well as in maintaining and upgrading existing technology.
- Knowledgeable, skilled troubleshooter.
- Competent Windows desktop and server administration, as well as Active Directory, Azure, and Office 365 management. Experience managing G Suite is a desired plus.
- Prior experience in networking, preferably with exposure to multiple vendors.
- Prior experience in cybersecurity (endpoint management, security event analysis).
- Loves working with people and technology on a team, but also able to work independently.
- Willing to assist the team by sometimes performing tasks after hours, upon request and during emergencies.
We're a Manitoba-based managed IT and technology services company. We help organizations thrive with technology through consistent standards, proactive planning, and dependable execution. We value clarity, steady cadence, and doing what we said we'd do.
At SolutionsIT, we go beyond providing IT services- we help our clients thrive with technology. With over nearly 40 years of experience, we have grown into a full-service managed IT provider, offering everything from VoIP telephony and surveillance to cloud services. Our mission is to help clients thrive through technology, ensuring their tech is reliable, secure, and tailored to their needs, so they can focus on what they do best.
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