Level 2 Service Desk Technician

This is a long term contract position for one of Orayaah's largest clients, and a nationwide leader in their industry. They are hiring for 2-3 Level 2 Service Desk Technicians to have join their team in Montreal, QC. This position offers learning opportunities, growth, and a standard fixed schedule.

Essential Responsibilities and Duties:

Must have 5+ years phone support experience with level 1 and 2 experience
Must have experience with ITSM & remote control support
Must have excellent customer service skills
Monday - Friday, 8am - 5pm. In Office Only.
Microsoft OS 10 and office suite experience needed

Provides second-line investigation and diagnosis

Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details per help desk procedures

Communicates with client regarding incident progress

Ensures tickets are always updated until issues are resolved

Complies with Quality Health Safety Environment (QHSE) and IT policies

Performs staging of PCs

Performs IMAC (Install, Move, Add and Change)

Conducts hardware and software maintenance and support

Troubleshoots and resolves PC incidents and/or VIP requests

Coordinates with Service Desk for hardware repair

Assists with Site Security Officer (SSO) on IT security issues and virus elimination

Assists local Server Team when server maintenance is required

Special events coverage

Connected Backup client support

Local network support and/or assists centralized Network team

Key Competencies:

Customer centric attitude

Windows system administration

Strong Troubleshooting Skills

Qualifications:

Minimum Education: Bachelor’s Degree in Computer Science or other relevant field 3+ years’ experience preferred

Behavior:

Fluent in English
Willingness to work flexible hours when needed

Initiative

Ability to write technical support documentation a plus

Excellent customer interface skills

Good interpersonal communication skills

Understanding of customer satisfaction principles and practices

Team player

Ability to work under pressure

Good organizational and time management skills

Good analytical and problem-solving skills

Maintains strong attention to detail in high-pressure situations

Strong communications skills, both written and oral'

'Work Location:

Work Remotely? No. In office only

Job Type: Full-time

Pay: $27.00 per hour

Schedule:

8 hour shift
Day shift
Monday to Friday
Weekend availability

Application question(s):

Are you willing to travel into the office for onsite interview?

Experience:

Desktop support: 4 years (required)
Tier II Tech Support: 3 years (required)
MS Office Suite: 4 years (required)

Orayaah Consulting

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