Technical Support Specialist
Bayshore HealthCare
ON, Mississauga
13d ago


  • Owns the issue through to resolution including escalations, as well as follow-up communication with the end user.
  • Provide exceptional client care to employees and vendors for issues or requests logged.
  • Process or investigate service requests and incidents created via the ticketing tool (Remedyforce) according to established service level agreements (SLA)
  • Support mobile devices including setup, maintenance and troubleshooting
  • Overall end user hardware and software installations, additions, changes, configuration, testing, maintenance, monitoring, and troubleshooting.
  • Identify and escalate high-priority issues in a timely manner
  • Provide end user troubleshooting and support for software applications
  • System / Application account creation / deletion / change / general maintenance.
  • General

  • Organize daily workload and efficiently manage requests and issues logged
  • Looks for opportunities to improve levels of service recognizing the needs and expectations of clients.
  • Demonstrates a commitment to the philosophy and objectives of IS within Bayshore.
  • Maintains professional standards.
  • Complies with all Bayshore Policies and Procedures.
  • Complies with all Canadian provincial and federal privacy legislation.
  • A general understand of ITIL practices
  • Performs other duties or projects as assigned
  • Education

  • College diploma or university degree in the field of computer science and / or 2 years of relevant work experience.
  • A+ Certification (preferred)
  • Experience

  • Technical knowledge and ability to support desktop / laptop hardware and software
  • Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
  • Ability to support mobile devices hardware and applications (Blackberry, IPhone, Android)
  • Technical knowledge and experience to support and troubleshoot network connectivity issues.
  • Knowledge of and experience supporting Microsoft Products, Active Directory, anti virus and malware.
  • Knowledge of and experience working with Citrix Director and XenApp to assist and support Citrix users.
  • Understanding of VoIP and analog phone line issues
  • Other Skills and Abilities

  • Possess a passion / great enthusiasm for the delivery of exceptional customer service
  • Exceptional telephone etiquette skills and the ability to support end users face-to-face and remotely with varying levels of computer skills.
  • A genuine desire and commitment to helping others.

  • Exceptional oral and written communication skills, French is a plus but not mandatory
  • Exceptional interpersonal skills and ability to work independently and as part of a team
  • Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
  • Strong analytical and problem solving skills.
  • Strong commitment to continual learning
  • Able to handle a highly-demanding environment
  • Apply
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