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Level 1 Tech Support

Mississauga, Ontario

Position Summary:

The Level 1 Technical Support is responsible for providing technical and operational leadership and is part of the Global IT Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. IT Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

Key Responsibilities:

Technical Leadership

  • Experienced on "workday"
  • Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Service Desk. Ensures adherence by Service Desk Analysts
  • Research new technologies to stay informed on Service Desk standards and best practices. Makes recommendations to Manager, Service Desk with detailed product evaluation for inclusion in technology roadmap
  • Oversees all incidents & requests and assigns tasks to the Service Desk Analysts.
  • Monitors the team’s conformance with the Service Level Agreements
  • Provides escalated technical support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
  • Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.
  • Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
  • Logs all client contacts into the IT Service Management Tool
  • Responsible for accuracy into the IT Service Management Tool
  • Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
  • Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
  • Additional duties as assigned by the Manager, Service Desk

Knowledge/Skills/Competencies Required:

  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
  • Min 3 years previous experience, ideally with a combination of IT Level 1 and Level 2 support roles
  • Experience working with "Workday"
  • Great customer service skills with an ability to demonstrate empathy
  • Experience troubleshooting issues clients may be having connecting to or using network services
  • Experience supporting both onsite and remote users
  • Experience working within project teams to deliver, manage and report on tasks and timelines
  • Strong troubleshooting, investigative and problem solving skills
  • Ability to design and develop end-user FAQ & training documentation
  • Enthusiastic and pleasant attitude
  • Strong desire to learn
  • Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
  • Upholds best practice standards as well as departmental policies and procedures
  • Excellent listening skills, verbal and written communication.

Additional Key Skills/Experience:

  • Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices
  • Experience supporting Email systems such as Exchange/Outlook
  • Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
  • Experience imaging/deploying and managing desktops, laptops & mobile devices
  • ITIL Foundation certificate
  • Microsoft certification e.g. MCSA; ACMT or equivalent certification is an additional asset

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