technical support agent

Overview

Languages

English

Education

• Other trades certificate or diploma
  
  

Experience

1 year to less than 2 years

Hybrid

Work must be completed both in person and remotely.

Work setting

• Help desk
  
  

Responsibilities

Tasks

• Give access to computer networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations
• Provide customer service
  
  

Supervision

• No supervision responsibility
  
  

Credentials

Certificates, licences, memberships, and courses

• Microsoft certified IT professional (MCITP)
• Network+ Certification
• A+ Certification
  
  

Experience and specialization

Computer and technology knowledge

• iOS
• Networking software
• Networking hardware
• Internet
• Mac OS
• Zendesk
• MS Office
• MS Windows
• SharePoint
• Spreadsheet
  
  

Type of experience

• Call centre
  
  

Additional information

Security and safety

• Criminal record check
  
  

Transportation/travel information

• Own transportation
• Own vehicle
• Public transportation is available
  
  

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Attention to detail
• Sitting
  
  

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty
  
  

Benefits

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits
  
  

Other Benefits

• Parking available