Technical Service Desk Representative
PACE Technical Services - Richmond Hill, ON

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PACE Technical Services Inc. is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 I.T. solutions to small and mid-sized businesses in the Greater Toronto Area. Certified as MICROSOFT ™ SMALL BUSINESS SPECIALISTS, PACE understands the distinctive needs of this niche market and has based our business model around providing them with a superior quality IT solution that has been previously out of reach due to cost and personnel factors - a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.

For this position, you are looking for key candidates who possess a strong service/support orientation. The Service Desk Engineer will be responsible for maintaining the design and integrity of customer’s internal infrastructures. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

POSITION RESPONSIBILITIES:

65% - IT Support (Client Resolution)

  • Responsible for providing IT support relating to technical issues involving Microsoft’s core business applications, as well as environments built on Citrix, Microsoft and Apple
  • Accountable for delivering support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Troubleshoot and resolve general PC issues that clients may have
  • Work collaboratively with peers in order to help solve clients issues in a timely manner
  • Liable to ensure that once a ticket has been assigned to you – you must complete the ticket according to SLA standards
  • Perform technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Ability to work collaboratively with your team in order to effectively diagnose and repair PC matters
  • Implement and perform disaster recovery operations
  • Ensure that service issues that cannot be completed within agreed service are being escalated to a greater level

20% - Customer Communication

  • Responsible for answering all incoming client calls of non-ticketed problems
  • Communicate with clients to keep them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve the overall customer experience for our clients

15% - Monitoring Ticket Boards/Documentation

  • Responsible for viewing and assigning tickets to the appropriate board
  • Enter all work as service tickets into ConnectWise
  • Responsible for ticket documentation to include both system reviews and recommendations
  • Maintain logs related to network functions as well as maintenance and repair records
  • Document internal processes and procedures related to duties and responsibilities

To perform this job successfully, an individual must be able to perform each of the requirements listed below:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

Indeed - 11 months ago - save job