Tecnet Canada Service Desk Analyst
About the Company
Tecnet is the longest operating computer services company in Canada. We provide comprehensive support whether the problems are hardware, software, or networking. We have two major support centres located in Victoria and Vancouver, plus 35 Authorized Service Centres (ASCs) throughout British Columbia, servicing dozens of urban and rural communities.
Please visit our website and see for yourself www.tecnet.ca
Job Overview
Tecnet is looking for an individual to work with our Service Desk Team. The successful applicant has a customer service focused attitude, strong communication skills, takes pride in accuracy and is a team player. A minimum of 3 years of Service Desk experience is required. Although this is a remote position, you are representing Tecnet Canada and as such the expectation is that you will always present in a professional manner while at work both over the phone and on video calls.
The successful candidate for this position must live in Canada.
Skills required
· Post-secondary technical certificate, diploma or applicable experience
· A+ certification or equivalent experience
· MCSA or MCP certifications desired but not required
· Solid experience in using and modifying TCP/IP and other networking technologies
· Excellent knowledge of the principles, methodologies, tools, and techniques utilized in providing technical desktop support.
· Genuine working knowledge and experience with Microsoft Windows operating systems, Mac OS and Linux
· Excellent customer service skills
· Ability to prioritize and manage time efficiently
· Ability to work independently as well as part of a team
· Demonstrate respectful written and verbal communication skills in clear english
· Bilingual (French/English) is considered an asset but not required
· Solid understanding of confidentiality and other professional codes of conduct
· Must pass criminal record check (CPIC)
Responsibilities
· Provide first response for client service requests ensuring a courteous, timely, and effective outcome
· Respond to escalated tickets from clients
· Demonstrate proactive service management and prioritization of service request queue and escalation
· Triage call queue and prioritize calls based on SLA (Service Level Agreements) or urgency
· Provide timely communication with end users on ticket updates and status
· Support Windows 10 and Mac OS desktop operating systems
· Provide support for Microsoft 365, MS Teams, Share Point, and multiple COTS applications
· Troubleshoot hardware devices such as printers, telephones, video conferencing units, and other peripheral devices
· Troubleshoot software issues and perform software upgrades
· Diagnose and resolve minor network issues (e.g., WAN/LAN, Wireless, and VPN access)
· Demonstrate respectful written and verbal communication skills in clear english
· Keep regular communication with supervisor on any issues, challenges or escalations
· Keep regular and accurate record keeping of activity in the Tecnet Service Management tools
· Assist other teammates with calls as needed
· Collaborate with other Service delivery teams to ensure end-to-end customer satisfaction is achieved on all activity
· Follow deployment guidelines and project plans on projects of varying types for system upgrades or new deployment projects
While we appreciate all who apply, only those qualified will be contacted for an interview.
Salary: TBD
Job Type: Full-time, Permanent
Benefits:
Vision care
Dental care
Extended health care
Paid medical and vacation time off
RRSP
Schedule:
8 hour shift
Monday to Friday
Supplemental pay types:
Overtime pay
Work Location: Remote
Job Types: Full-time, Permanent
Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• RRSP match
• Vision care

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 5 years (required)

Location:

• Victoria, BC V8X 1W4 (required)

Work Location: In person
Application deadline: 2024-11-22