Join our team
You're part of a future friendly national team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate.
Our success is based as much on your dedication and hard work as it is on the innovative internet, voice, data and wireless products and solutions we offer.
Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.
Here’s the impact you’ll make and what we’ll accomplish together
In collaboration with your team and members of the application, network, and Tier 1 & 2 support departments within TELUS, you will provide exceptional, friendly technical support to one of our most valued clients.
You will provide efficient, friendly technical support including workstation, application and local-area network (LAN) / virtual private network (VPN) troubleshooting, whether in person or via email, phone or remote control, to a broad range of users.
Must be able to prioritize work according to severity and impact, and resolve problems effectively and efficiently while maintaining documentation best practices
Resolution expected within the contracted Service Levels for all client supported software and hardware
Installing, configuring, testing and troubleshooting desktop and laptop environment, as well as, printers and other peripherals
Expected to receive, understand and execute on assigned tasks
Assist with the creation and maintenance of client specific documentation in support of a standard operating environment
Required to readily learn new skills and consider new ways to address and resolve problems
Present a helpful, resourceful and positive approach to solving user's problems and PC issues
Fulfill departmental team requirements : Participate in regular and special meetings, fill out time sheets, occasionally work after-
You’re the missing piece of the puzzle
Knowledge of technical skills and competency with Windows XP, Vista and Windows 7 Operating Systems and Microsoft (MS) Office
PC Hardware and software support : Perform break fix on out of warranty PCs
Knowledge and use of imaging tools, such as ghost
Knowledge and experience with Information Systems (IS)
Ability to learn and support customer line of business applications
Strong understanding of customer service and service level agreement (SLA) management
Excellent customer service and communication skills, both oral and written
Able to work with a high degree of customer interaction; must be comfortable working in a fast paced, demanding environment
Strong troubleshooting, analytical, prioritization and organizational skills
Able to work independently and within a team environment
Proven ability to handle a steep learning curve
Neat professional appearance and manner
Computer Science certificate and / or degree
Microsoft Certified Solutions Expert (MCSE) or equivalent work experience
3 to 5 years of industry experience
Experience working in supporting financial computing environment supporting end users at a Tier 3 level
Experience developing and using customer support tools and processes
Previous experience handling high call volumes using Remedy or a similar ticketing system
Experience supporting MS Operating Systems, MS Office, Shrink Wrap and Customer Line of Business applications, as well as, understanding of networks topologies in mid to large environments
Experience with connectivity to network peripherals, drive shares, resources, Transmission Control Protocol / Internet Protocol (TCP / IP), Dynamic Host Configuration Protocol (DHCP) & Domain Name System (DNS)
Information Technology Infrastructure Library (ITIL) Foundation certification
Valid driver's license