Role: IT Tech-Bar Agent


Location: Oakville, ON


Duration: 12/05/2022 to 12/04/2023


Hours per day: 7.5 Monday - Friday - 09:00 AM - 04:30 PM


Pay Rate: $25/ - $35/ T4




Roles & Responsibilities:


• Owning and managing employee technology problems/tickets from start to finish


• Effectively communicating, managing, and escalating of issues


• Building, testing, deploying and recovering of desktops and laptops and ordering of IT equipment and peripherals


• Managing tasks and resources relating to projects and service support tickets


• Delivering clear and concise support documentation, identifying areas of inefficiency and recommending changes


• Identifying risk and problems and recommending solutions into complex situations


• Providing ideas and suggestions clearly and concisely


• Providing End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met


• Processing of user account creation / modifications & terminations for various systems


• Log service requests, incidents, problems, improvements and feedback


• Highly organized to deliver on commitments with an ability to prioritize multiple projects and tasks in a fast-paced environment


• Capable of handling a challenging, real-time environment with strong and quick on-site troubleshooting capabilities, able to problem solve and leverage skills to ensure swift resolution to problems


• Striving for operational excellence




Qualifications:


• Bi-Lingual (English/French) candidates are going to be given preference.


• Post-secondary education in Computer science / Information Technology


• Minimum 3 years of experience providing IT support in a corporate environment (preferably within International Organizations)


• Customer service orientation and interpersonal skills


• Ability to interface confidently with executive and internal customers


• Strong independent problem solving and decision-making abilities


• Ability to work individually as well as contribute in a global team environment


• Proficient with all Windows operating system software and hardware


• Strong Working Knowledge of Office 365 suite and Windows 10 environment


• Strong knowledge working with Service Now ticketing solution


• Advanced troubleshooting for all types of technical service requests and issues involving personal computers, network, smartphones / tablets, AV systems, enterprise applications / systems


• A person who can translate technical concepts and terms into everyday language and something simple for people to understand


• Have personal interest in technology driving to learn new technologies


• Has a passion for customer service and wants to exceed expectations