Description

This role is a Level 3 Information Communication Technician Apprenticeship which is a work based qualification combining practical training in a job and study.
You will:
• Serve as the first point of contact for internal customers seeking technical assistance over the phone and other available methods
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Record troubleshooting steps and resolution notes in details in ServiceNow
• Manage queue flow, taking incoming ticket, using correct CI, Cat, SubCat and priority
• Escalate unresolved incidents to the Tier2 support team as needed and provide detailed notes on troubleshooting steps
• Determine the best solution based on the issues and details provided by the end user and walk them through the problem-solving process
• Provide onsite deskside support for end users for deskside support requirements as needed
• Follow-up and update end users in a timely manner with the status of ongoing tickets and support efforts
• Install and maintain computer hardware and peripherals
• Image and configure computer equipment for internal customers
• Create and review knowledge base articles to support IT Service Desk team and end users
• Assist with project work as needed
• Carry out other duties as assigned

What to expect when you join our firm:

• Hybrid working and reasonable accommodations
• Generous Holiday policies
• Excellent Health and Wellbeing benefits including corporate membership to ClassPass
• Paid volunteer time to step away from your desk and into the community
• Support to grow through professional development courses, tuition/qualification reimbursement and more
• All-inclusive approach to Diversity, Equity, and Inclusion
• Maternal/paternal leave benefits and family services
• Complimentary subscription to Headspace – the mindfulness app
• All employee events including networking opportunities and social activities
• Lunch allowance for use within our subsidized onsite canteen

Must have skills:

• Problem Solving approach
• Patience
• Excellent written and verbal communication
• Knowledge of Microsoft Office application suite including Outlook, Word, Excel, etc
• Excellent organizational skills with the ability to prioritize and plan workload
• Team working
• Basic knowledge of ethernet network & WIFI topology
• Knowledge of Microsoft Active Directory basics – Users, Computers and Group Management
• Ability to identify, diagnose and resolve IT Incidents and requests

Nice to have skills

• Experience working with ServiceNow
• Knowledge of ITIL methodologies
• Experience configuring mobile devices e.g. iOS and Android
• Understanding of Microsoft SCCM