Senior ICT Customer Support, Level 2, Epic

Duties and Responsibilities:
- Resolve end-user IT incidents, problems, requests and standard changes. Including password resets, software support, hardware support, network connectivity, etc
- Provide one-on-one end-user support and problem resolution via telephone, e-mail,
remote and onsite
- Hardware repair (laptops, desktops, printers, etc.)
- Work with vendors and third parties on behalf of the end user to ensure best customer experience
- Follow standardized escalation procedures to ensure timely resolution of complex
problems
- Assist technical resources by troubleshooting software, hardware, and network issues
- Where necessary, assist network technicians in installing network equipment
- Under the direction of a systems engineer or team leader; Participate in installs, moves, adds, and changes to network and systems access
- Accurately log work orders/ConnectWise tickets and resolutions; maintain vigilant maintenance of this process
- Compile, maintain, and file all repair records, reports, and other documents as required
- Always maintain a high degree of professionalism, courteousness, and friendliness

Qualifications:
High school diploma or equivalent, with a Technical college or university degree
preferred, or an acceptable combination of education and relevant experience
Minimum of 3-5+ years of industry experience
CompTIA A+, Network +, Server +
Vendor certifications on various hardware an asset (eg HP, Lenovo, Dell)
Ability to diagnose problems applying industry best practices, perform repairs on IT
assets, and provide support for a wide range of applications

Able to quickly analyze issues and determine best course of action using available
resources
Sound judgment to escalate issues to senior members within the organization
Understanding of ITIL foundation process and knowledge of ticketing and rmm tools
Excellent written, oral, and telephone communication skills
Ability to work in a fast- paced environment and under pressure
Excellent teamwork and customer service skills
Service oriented, adaptable and resilient
Excellent attention to detail, quality and control

Requirements:
Valid Driver’s License with access to own vehicle
Ability to lift up to 50 lbs as required
Overtime as required

Additional Information:
Position Type: Non Management
Job Status: Regular - Full Time
Job Location: Canada : Manitoba : Brandon
Work Arrangement: Full-time in office (meaning that you will be required to perform your work onsite)
Application Deadline: 03/03/2024