Job Title

Hybrid position in Mississauga, ONResponsibilities :-Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end usersRoute problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User account provisioning.Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Perform user account management activitiesResponsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide knowledge transfer of EUC operations Technical Requirements Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills- Excellent communication and conversation skills (Verbal and Written)- Good documentation skills- Good working knowledge of MS OFFICE (Including MS Project and Visio)- Should have a great customer handling skills Other Skills / Experience Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. Ability to learn new information quickly and the willingness to do so at all times. Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Years of Experience Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)Relevant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks. Certification requirements - Preferred MCP/MSCE/MSCA or HDI CSS- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred