We are looking for a competent IT Tier 1 support person to provide local and remote assistance to our users. You must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
You must also be customer-oriented and patient to deal with all issues. The goal is to create a supportive and responsive environment when assisting our users.
Responsibilities include :
Serving as the first point of contact for our users seeking technical assistance over the phone or through our helpdesk application ticket system.
Performing local and remote troubleshooting through diagnostic techniques and asking pertinent questions.
Determining the best solution based on the issue and details provided by our end users.
Direct unresolved issues to the next level of support in a timely manner.
Identify and suggest possible improvements on procedures.
Desktop and Laptop setup & maintenance
Desktop phone support.
Software and hardware system administration including security, trouble shooting, hardware and software upgrades.
Completion of Employee Onboarding Off boarding Leave Change forms as received. Onboarding includes setup access, laptop and desktop configuration, one-
on-one end-user training when providing new hires with their equipment.
Proven experience as a Helpdesk Technician or other customer support role.
Tech savvy with working knowledge of remote-control tools such as Team Viewer
Good Understanding of computer systems, mobile devices and AV equipment
Ability to troubleshoot hardware and software issues
Technical certification or practical experience with Microsoft products including : Active Directory, Windows 7, 8 & 10 Operating Systems, Microsoft Office (2013, 2016 and Office 365).
Skype for Business, Microsoft Teams and O365 experience helpful.
Self-starter, with the ability to perform effectively with minimal supervision.
Ability to manage multiple priorities in parallel
Ability to work with company helpdesk system to resolve user requests within set Service Level Agreements (SLA)
Strong personal and professional skills
Customer-oriented with excellent communication skills
Why should you choose us?
People â€ We're an independent, private-owned company with a cozy family feel â€ â€œWe care about what you care about.â€
Impact â€ We count on you to take ownership and make your mark.
Growth â€ Our multi-line businesses in various locations offers many career paths and advance opportunities.
Benefits and perks
Participate in our comprehensive pension and benefits plan on day one â€ no waiting period
Company-matched Registered Pension Plan
Company-paid training and development courses
We invite interested candidates submit their resume in confidence to human.resources cowangroup.ca. While we appreciate the interest of all applicants, we will contact only those selected for interviews.
If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.
We are an Equal Opportunity Employer. Employee candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position.
Selections will be made without regard to : race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex, sexual orientation, handicaps (physical or mental), age, marital status, family status, or the receipt of public assistance or record of offences.