help desk technician Toronto
Job description
frontlineMS is a global service provider, offering a full range of business process outsourcing for IT and accounting professionals within the legal industry. We offer complete coverage for any technology or support issues and are able to create cost-effective methods in accounts receivables management. In addition to IT support we also develop cutting-edge software and applications in support of our services through an in-house development team. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional customer service to our clients. We are currently seeking Help Desk Support Analysts to join our team in downtown Toronto.
Due to the current Covid-19 situation, this is temporarily working from home and will require a working PC with Windows 8 or higher as well as a high-speed internet connection of at least 25 MB/s. As situations change this will become an in-office role.
Essential duties and responsibilities include, but are not limited to:
Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontlineMS script, spelling, grammatical, and related guidelines);
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
Escalate unresolved issues to Team Leads.
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Minimum requirements include:
Excellent analytical, problem-solving and communication (verbal and written) skills.
Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
Excellent time-management, organizational, and communication skills
Accuracy and the ability to handle a high volume of work efficiently are essential to this position
Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with difficult and/or technically-inexperienced requesters)
Professional, accountable, and resourceful “team player” mindset
Bilingual French and English a plus (additional compensation potentially available)
Positions are full-time. Benefits offered with the position include: medical, dental, short term disability, paid holidays, and paid time off. frontlineMS is an Equal Opportunity Employer dedicated to workforce diversity.
Pay rate C$ 37,000/Year
Job Types: Full-time, Permanent
Pay: $37,000.00 per year
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- The starting salary for this role is $37,000 Canadian dollars a year. Is this pay rate acceptable?
- What is your availability to start a new position after an offer is made (immediate, two weeks, specific date, etc)?
- Are you able to receive text messages and download an app for multi-factor authentication (MFA) on a mobile device, as this is required to carry out the duties of this position?
- The position requires availability between 7:00 AM and midnight including weekend availability. The work schedule is 8.5 hours per day, with a 1-hour lunch break. Are there any scheduling conflicts or concerns that would prevent you from working during these hours as required?
Language:
- English (required)
Work Location: Hybrid remote in Toronto, ON
About Frontline Managed Services
CEO: Seelin Naidoo
Revenue: $25 to $50 million (USD)
Size: 201 to 500 Employees
Type: Company - Private
Website: www.frontlinems.com
Year Founded: 1987
