Hays
Location
Burnaby, BC | Canada
Job description
Our client has an immediate opening for a Tier 1 IT Support Technician to join their team.
In your new role as a Tier 1 IT Support Technician, you will provide end-user IT Support, assist end-users with potential issues involving Windows computers, peripherals, mobile devices, SaaS access, Microsoft 365, and other relevant applications, troubleshoot end-user computers or computer-usage problems, advise on the appropriate action, and, when required, seek input from senior IT resources. You have in-depth knowledge of computer hardware and software and technical skills to operate, maintain and support technology, will work closely with the senior IT staff and external IT Support and Cyber Security Consultants towards a common goal, have the ability to work well with people with little or no IT background and knowledge, learn from more experienced IT staff and consultants, strive to address various IT issues in timely manner. understand hardware and software trends and willing to learn and develop up-to-date knowledge, open to seek answers from the shared Knowledge Base, experienced IT staff, and external IT contractors, evaluate an IT issue professionally and update the end-user with required steps, potential solutions, and future recommendations, respond to requests for technical assistance mainly via the Ticket System which may require follow-ups in person, via phone, virtual meetings, remote screen-sharing, or email, diagnose and resolve technical hardware and software issues methodically and meticulously, research questions using available information resources without delaying service delivery or impacting support experience.
Provide basic Windows computer usage or basic application usage training to end-users for likes of Office365, web browsing, printers, etc.
Identify and escalate situations requiring urgent attention.
Investigate and attempt to resolve basic technical problems with Local Area Networks, Wide Area Networks, Internet access, VPN, etc.
Maintain Procore account settings: user access control, directory, project administration and project startup templates.
Maintain Salus account settings: user administration, development, and maintenance of the interactive forms, reporting on forms’ data.
Provide access control and assistance, basic user support, and software experience support to Procore, Salus and DocuSign end-users.
Follow standard IT Support procedures as set forth by MIS.
Log Help Desk interactions in the Ticket System and administer Help Desk Ticket System, including following up with end-users to ensure complete resolution of logged tickets.
Redirect challenging or unresolvable problems to appropriate Senior IT resources or external IT Support and Cyber Security Consultant.
Stay current with Information System technology relevant to the IT Support/Help Desk role.
Help update training manuals or guides for users as directed by MIS.
Maintain computers, printers, peripherals, mobile devices, etc. as required and directed by IT Management
As an ideal candidate, you have the following qualifications:
Accredited College Diploma
CompTIA A+ Certification highly preferrable
CompTIA Network+ or Security+ Certification highly preferrable
Minimum 1 year experience in troubleshooting and providing IT Support
Microsoft 365 Application experience is a must
Experience with Windows 10/11 operations, maintenance, basic troubleshooting, and patching
Adequate understanding of Desktop and Laptop computers (DELL and Microsoft Surface knowledge would be an asset)
Knowledge and experience of customer service practices
Patience, politeness, prudent assertiveness, and customer service acumen
Excellent time management skills and ability to recognize and address urgent issues
Excellent communication skills
Ability to remain patient and calm in dealing with end-users with low computer skills
Ability and willingness to troubleshoot computer issues with tenacity
Ability and willingness to learn from more experiences IT professionals and consultants
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
Job tags
Salary
