IT Support Technician

Your primary responsibility is providing information technical support to a variety of clients in a timely and professional manner. This will be accomplished through the following:

• Use of service ticketing system to track all requests to completion as well as job details
• Following documented processes
• Updating or suggesting updates to existing processes
• Provide end-user and infrastructure and business processes

Expectations

• Self-assign new requests from unassigned queue based on priority and ticket age
• Regularly follow-up with customers on open tickets assigned to you
• Track all job activity, email and verbal communication in ticketing system
• Provide remote support
• Provide onsite support when necessary, to be coordinated with support team
• Seek assistance in a timely manner if task at hand is not getting solved
• Escalate major outages or potentials widespread issues to management

Characteristics and Skills

• Professional demeanor
• Strong technical support (desktop, Server, Cloud Services)
• Experience with Microsoft 365 environments
• Network infrastructure skills an asset
• Customer-centric
• Detail oriented
• Organizational skills and ability to prioritize
• Able to work independently
• Strong communication (oral/written) and interpersonal skills
• Seeks assistance or feedback when facing difficulty
• Enjoys problem solving
• Enjoys working in the Information Technology field

Education/Experience

• College or University level education
• Professional certification or aptitude for the Information Technology sector (demonstrated during interview)
• Directly relevant job experience

Job Types: Full-time, Permanent

Salary: $50,000.00-$75,000.00 per year

Job Type: Full-time

Pay: $55,000.00-$75,000.00 per year

Benefits

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Vision care
• Work from home

Ability to commute/relocate

• Guelph, ON: reliably commute or plan to relocate before starting work (required)

Experience

• IT Support: 3 years (required)

Language

• English (required)

Work Location: Hybrid remote in Guelph, ON