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Service Desk Support Technician - Calgary

Posted Date:

16-Apr-2014 (PST)

Closing Date:

15-May-2014 (PST)

Location:

Calgary, AB, CAN

Pay Type:

Hourly

Benefits:

Health Benefits

Employment Type:

Full Time

 

 

Reports to: Manager, IT Services
Location: Calgary, AB
Start Date: Immediate


Who We Are:

Glenbriar (CSE:GTI) is a full-service information technology company that aligns strategic business goals with optimal IT solutions enabling today's small, medium and large business enterprises to stay competitive in an ever-changing technological environment.

Glenbriar puts people first. Each and every member of our corporate team is valued as a partner in our success and in the success of our clients.

If you have high integrity, a strong entrepreneurial spirit, and are committed to seeing your success reflected in the success of the organization as a whole, then Glenbriar is the company for you.

Position:

This is a position with strong opportunities for growth and advancement. Tier 2 Service Desk Support is responsible for timely and effective resolutions to end-user productivity issues as they relate to external customers. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. Tier 2 Service Desk Support is also responsible for recording problems/solutions within the service desk ticketing system.

You have outstanding interpersonal skills with an ability to recognize client needs. You excel in a fast-paced, changing environment, using sophisticated integrated applications. You enjoy being part of an ongoing support team that delivers outstanding customer service to support our clients' mission critical, day-to-day business.

Responsibilities:

• Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity,  configurations, etc.
• Assist clients with basic business services such as Microsoft Office, Windows and mobile devices.
• System image deployment.
• Installation and updates for client-specific applications.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• On occasion, perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
• Diagnose and resolve minor network issues (e.g. LAN access).
• Troubleshooting VoIP issues.
• Ensure quality and timeliness of client deliverables.
• Manage client standards, procedures and site documentation.
• Recognize and escalate deeper and more complex issues to Tier 3 support technicians.
• Assist Tier 3 technicians by troubleshooting software, hardware, and network issues.
• Available to provide after hours on call support in line with Glenbriar's on call guidelines.


Required Skills:

• Diploma in a computer related program.
• Microsoft Certifications are highly desirable.
• Good working knowledge of Windows 2008/2012 and Windows 7/8.
• Knowledge of Mac and android is desirable.
• Good working knowledge of network, operating systems and Office 2010/2013.
• Minimum 1 year of experience in a technical support desk environment.
• Minimum 2 years of experience in a customer service role.
• Proficiency with PDA's
• Knowledge of VoIP systems is beneficial.


Working Conditions:

• Travel may be required.
• Ability to attend customer sites as necessary.
• Manual dexterity required to use desktop computer and peripherals.
• Regular office hours (paid hourly based on 40+ hours per week based on availability)
• Overtime may be required.
• Ability to be on call.


No phone calls or solicitation please. For more information, please visit us at www.glenbriar.com

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