Service Desk Engineer / Technical Support

Company Overview

QLogitek is a B2B technology service provider, specializing in a range of services including application integration, infrastructure and hosting, networking, and security. Based in Mississauga (Canada), the company has been serving Tier 1 and 2 customers in both the public and private sectors for over 25 years and is known globally for its expertise in delivering cloud and on-premises integration services.

Job Overview

We are seeking an IT Service Desk Engineer to respond to and diagnose problems through various mediums with our end users. The IT Service Desk team supports our employees with various technical needs including hardware, software or network issues. As an IT Service Desk Engineer, you will be responsible for enhancing the end-user experience by providing front-line technical support services while working with a diverse team.

Role Summary

• Serving as the first point of contact for end-users seeking technical assistance over the phone/email/ incident management system (ConnectWise).
• Performing remote troubleshooting through diagnostic techniques.
• Determining the best solution based on the issue and details provided by end-users.

Duties and Responsibilities

• Offer remote technical support to company staff and troubleshoot computer and network problems.
• Diagnoses and resolves simple end user network and local printer, email, internet, VPN and local-area network access problems.
• Logs activities in IT Service Desk proactively follows up with users regarding open tickets, tracks problem resolution steps.
• Coordinate and accommodate a variety of priorities in a fast-paced environment.
• Escalate non-resolvable issues to higher-level teams and follow-up in a timely manner.
• Manage and Operate Azure Active Directory, Office 365, and VPN, and VMWare applications.
• Ability to work well independently as well as in a team-oriented environment.
• Adhering to SLAs to manage end user expectations.
• Creation and termination of user accounts for business applications
• Understand and Follow ITIL best practices.
• Assist with onboarding and offboarding users.
• Changes user passwords accordance with organizational guidelines.
• Follow up with end users on the status of their tickets.
• Develop help sheets and FAQ lists for end users.
• Demonstrate high level of ownership and provide support for significant/major incidents.
• Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time.
• Occasional on-call support after hours

Minimum Qualification

• Certificate, diploma, or degree in computer science or another relevant field
• 3+ years of industry experience in IT tech support / service desk function
• Certification as IT Analyst will be an advantage (e.g., CompTIA A+, NET+, MCP, MS900, AZ900)
• Solid hands-on experience on desktop and server operating systems
• Working knowledge of Active Directory, Microsoft Exchange, and ticketing systems
• Good knowledge of internet security and data privacy principles
• In-depth understanding of diverse computer systems, printers and networks
• Provide exceptional customer service via phone, in person, and email as appropriate
• Microsoft Windows Servers Knowledge with diagnostic and problem-solving skills
• Proven experience of working in an ITIL environment
• Excellent problem-solving and critical thinking skills and Keen attention to detail
• Good organization, time management and prioritization
• Flexibility to work outside regular business hours when necessary to address urgent technical issues or perform system maintenance
• Effective communication skills, including speaking, writing and active listening

Nice to Have

• MCDST certification
• MCSA certification
• AZ104certification
• ITIL v3/4 Foundations certification
• Cisco CCNA certification with good network experience
• Experience working with ConnectWise Manage & ConnectWise Automate

We offer you:

• A safe and dynamic work environment
• Be part of an amazing team
• Competitive benefits and pension plan
• Flexibility to work from home.
• Continuing education & training
• Tremendous potential with a growing organization