IT Help Desk II

The Opportunity

The role oversees and maintains various unified communication systems and

services. This includes but is not limited to telephony, video conferencing,

collaboration tools, physical and softphones. The support agent is tasked with

administrating and supporting these technologies to ensure seamless operation

and effective communication within the organization.

The Role

• Develops and maintains technical standards and procedures for resolving voice

service issues to ensure maximum system availability and performance levels.

• Installation and maintenance of digital, VOIP, and video telephony product

offerings.

• Work with SIP trunks, PRI’s and analog lines for PBX and VOIP phone systems

both hosted and on-premises based.

• Provide updates regarding the performance and availability of unified

communictions and network infrastructure and proactively work to resolve

problems.

• Performs remote troubleshooting to diagnose and resolve technical

troubleshooting application and system errors using various tools and

methods.

• The agent will work closely with IT management and other functional groups to

design, develop, deploy, and administer communication systems and services.

• Lead architectural and design of communication services, including auto

attendant, porting lines, and call flow changes for branch moves, mergers,

and integrations with other systems, enhancements, etc.

• Participates in product evaluations, systems testing, and product lifecycle

management.

• Participates in scheduled and unscheduled system maintenance, including

change management and on-call and off-hour systems support.

• Adhere to helpdesk policies and procedures to address incoming

incidents/service tickets, including categorization, prioritization,

resolution and/or escalation.

• Proactively follow up and update customer status on open IT tickets.
• Provide quick resolution and excellent customer service.
• Mentoring other IT help desk personnel on hardware and software problem

analysis and resolution

• Provides and delegates tasks as they relate to workloads.
• Attend assigned training sessions, learn, and demonstrate learned expertise

within the role.

• Other duties and responsibilities as required.

The Candidate

Qualifications

• Education: College or University Degree (BA in Information Technology)
• Strong TCP/IP and routing knowledge (TCP/UDP/IP/ICMP/etc.)
• ITIL Ver4 is considered an asset
• Work Experience: 4-5 years of IT help desk experience.
• Knowledge: Experience with Windows operating systems and user account

management. Hardware and software knowledge of password management; good

understanding of computer systems, mobile devices and other tech products.

• Telecom systems build
• Sound knowledge in ITSM cloud-based ticketing systems, i.e., FreshService.
• Preferred Telephony: Cisco communications platform; integrated VOIP telephone

solutions; telephony system engineering.

The Company

Since 1858, Wajax has been a leading industrial products and solutions provider

continually innovating to serve Canadian industry coast-to-coast. We work in an

extensive range of industries and core sectors of the Canadian economy including

energy and renewables, food and beverage, construction, industrial/commercial,

transportation, forestry, mining, metal processing, and oil and gas – to name a

few. Everything we do is powered by people passionate about making a difference

and who are dedicated to driving Canadian industry forward. People who provide

the experience and expertise that support the industries that build our cities,

power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay,

comprehensive benefits, learning and development, as well as some unique

additional “perks.”

Highlights include

• Competitive health and dental benefits with no waiting period for eligibility

(100% employer paid premiums), plus health spending account.

• Wajax led e-learning, and product training through industry leading

manufacturers.

• Exclusive discounts with a variety of manufacturers and service providers

such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto

insurance program, pet insurance, footwear & workwear, fitness membership,

perkopolis, and more.

• Recognition program where points are earned for merchandise or gift

certificates, plus cash awards.

• Award-Winning Health and Wellness Program.

By working with Wajax, you become part of an inclusive and diverse team that is

dedicated to innovation and teamwork. We are committed to employing a workforce

that is representative of the diverse communities across Canada in which we do

business. As an equal opportunity employer, please inform us if any

accommodation is required if contacted for an interview.

Compensation

Base pay range $65,000.00-$75,000.00 per annum. Pay may vary based on skills,

expertise, and performance, and is a component of the total rewards package.

This is a current replacement vacancy.

Wajax does not use AI powered recruitment processes.

As a condition of employment, final candidates will be subject to pre-screening.

\ Together we get more done.