help desk technician Kanata
Job description
Reporting to the Help Desk Manager, you will be responsible for Help Desk tasks and duties as
outlined under the Primary Responsibilities section. You will play an essential role as part of our
team working the evening shift while using your technical knowledge, ability to think outside
the box, and experience to provide personalized support to our customers. The ideal candidate
will have 5+ years of experience.
Due to current circumstances regarding Covid-19, all potential interviews will be conducted
remotely via video chat. For the time being, this is a remote, work from home position.
Primary Responsibilities:
- Working the evening shift, must be willing to work until 10 PM EST.
- Taking customer support request calls and e-mails.
- Supporting a full portfolio of managed service products.
- Gathering information from our customers to create service tickets.
- Working to assess level-1 and level-2 service tickets and identify solutions while
- Clearly identify and document troubleshooting steps taken in service tickets.
- Escalating higher severity service tickets.
- Working with and developing a solid understanding of GridWay’s Help Desk PSA,
- Learning various GridWay systems.
- Perform basic account management duties.
- GridWay provides the opportunity for growth and puts a strong focus on people
- Microsoft Windows Server patching.
- Microsoft 365 and Office applications.
- Microsoft desktop and server operating systems.
- Microsoft Active Directory, File Servers, Network shares, Group Policy.
- Microsoft Exchange and Exchange Online mail.
- TCP/IP, basic networking concepts, end-user VPN connectivity.
- Backup scheduling and verification.
- Third-party application installations.
- Configuring and troubleshooting network MFPs.
- Security tools such as Antispam, Antivirus, Firewalls, UTM.
- Demonstrate the ability to develop and maintain comprehensive documentation
with a high level of detail.
Non-Technical Qualifications:
- Excellent customer relations and communication skills.
- Strong diagnostic and problem-solving skills.
- Self-motivated with the ability to work independently and as a member of a team.
- Outstanding organizational skills and meticulous attention to detail
- Have the ability to manage and prioritize multiple tasks.
- Commitment to looking after clients and ensuring quality of service is a must.
- Have the ability to effectively manage your time and present a strong work ethic and
- We need individuals with positive attitudes to fit with our team.
- References to be provided upon consideration.
- Police background check.
Seniority Level: Intermediate level Employment Type: Fulltime
Industry: Managed Services Job Functions: Customer Service, Information Technology
Please send resume to [email protected]
About Gridway
Revenue: Unknown / Non-Applicable
Size: 1 to 50 Employees
Type: Company - Public
Website: www.gridway.net
