Help Desk Technician
WiConnect Corp. - Toronto, ON

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Job Summary: The Desktop Technician role is responsible for the day to day support of all technical requests that come into the WiConnect queue. Responsibilities will include questions/problem diagnoses, end-user assistance, communication technical solutions in a user-friendly manner, recording and tracking all call and onsite information by creating tickets in Autotask. Job duties may require weekend and after-hour availability.

Always provide a high level of customer service by being professional, courteous, and friendly.
Resolve all incoming support requests either via phone, email, or onsite support.

Perform various tasks ranging from:

  • To provide helpdesk support via email and phone to clients, assisting them with hardware and software problems
  • Provide remote support using TeamViewer to gain access to the end users computer
  • Support users in the use of computer equipment by providing necessary training and advice.
  • Provide Onsite support to clients when requested or required
  • New desktop/laptop configurations & setup
  • Backup & restoration of user data
  • Assist with upselling of services and equipment.
  • Internet connectivity – wireless profile resets, router & Wireless Access Point setup
  • Basic understanding of Domain Controller, Active Directory, and backup solutions.
  • Hardware & Software support

o Windows XP, Vista, 7 and 8.1
o MS Office suite (Outlook in particular)
o Adobe suites
o Internet Explorer/Google Chrome/Mozilla
o Lenovo & HP Desktops/Laptops

Skills / Attributes Required:

  • Previous Helpdesk experience.
  • Excellent telephone and in-person manner.
  • Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP, Vista, 7, and 8.1
  • Office365 and Google Apps understanding
  • Good knowledge of cloud based software
  • Some TCP/IP experience
  • Basic understanding of PC Hardware setup and configuration
  • Valid Driver’s License

Preferred Skills:

  • SBS and Server 2003, 2008, 2012.
  • Experience with Exchange Server Administration (2003, 2007, 2013)