Level II Technical Support: • Responsible for delivery of front-line technical PC support and customer service. • Deployed Windows XP to Windows 7, created Images and installed OS using SCCM • Deployed over 260 desktops and 120 Laptops • Assisting customers with computer troubleshooting including internet connectivity issues, virus / malware removal, email and antivirus problems and operating system / software errors • Answering the Help Desk phone and provide call resolution or assign (escalate) to a technician or to a partner for dispatch. • Monitor work queue for incoming client issues and respond to customers within their signed Service Level Agreement time frames. • Assist partners with on-site installations. • Add resolutions to known issues in Customer Support Knowledgebase. • Handle multiple tasks simultaneously whilst ensuring customers Service Level Agreements are met (Multi-Tasking). • Repair and servicing of hardware, software and networking components, when required. • Assist with Support issues regarding production customers via telephone, remote control, shop work or on-site dispatch. • Software installation, testing of equipment and re-imaging as required. • Network device configuration, including switches, routers, modems.
Technical Support Representative (Former Employee) – Hamilton, ON – 3 October 2017
I worked here for five years , I learned alot and I found it a great company . I would refer anyone to work here , happy management and supervisors. They will push you , but only if they know you can do it
IT tier 1 technical support (Current Employee) – Hamilton, ON – 2 August 2017
It's a nice place to work but the amount of calls you take will drive you nuts. You can't resolve every call but they expect you to be abe to resolve them. Bonus pay is available but very hard to achieve. I was off by 3 sec avg lost the bonus at the end of the month.