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Driving Business Outcomes with Technology

Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first. As an employer, we are committed to creating a workplace that is inclusive, diverse, and equitable.

Broadview Networks is a Social Purpose Innovator Company

We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.

Purpose of Position

Provide front line support for technical support inquiries, escalate and schedule Technical Resources while balancing the needs of the technical services department.

Department

Technical Services

Division

Support & Managed Services

Work Location

Broadview Networks- Taylor Office

Work Hours

Monday to Friday 8:30am to 5:00pm CST

Reports To

Manager, Support & Managed Services

Direct Reports

None

Work Experience

• 1+ years' experience in a technical support role.
• Experience with a Service Ticketing Tool would be an asset.
• Experience with Microsoft Teams would be an asset.
• Experience with Microsoft 365 & SharePoint would be an asset.

Education Requirements

• High School Diploma
• Post-secondary education in Network and Computer Technology an asset.

Certification Requirements

• Microsoft Fundamentals or Associate level certifications.
• CompTIA certifications would be an asset

Job Role Responsibilities

• Provide a superior customer service experience for incoming technical support inquiries by phone, chat, and email.
• Provide Critical Coverage to ensure Help Desk Staffing.
• Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
• Follow up on tickets daily unless scheduled for future dates based upon customer feedback or direction from your Team Lead, Manager or Director.
• Correspondence with customers, vendors, partners, and team members documented in support ticket system.
• Ensure ticket hygiene meets all requirements.
• Work tickets based on priority and chronological order, unless instructed otherwise by your Team Lead, Manager or Director.
• Change management of customer environments using our documentation tools.
• Base level troubleshooting.
• Triage, escalation, and scheduling of support tickets to Tier 2 or other specialized resources when required.
• Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
• Demonstrate successful use of downtime to complete self-study professional development.
• Other related duties as assigned.

Job Role Success Criteria

• Assigned Administration Key Performance Indicators (KPIs).
  • Customer Satisfaction Rating KPI.
  • First Call Resolution KPI.
  • Billable Target KPI
  • CSAT (Customer Satisfaction) Survey Conversion KPI
  • Missed Response KPI
  • Abandoned Calls KPI
  • Time in Queue KPI
  • CSAT Survey Conversion KPI
  • Timesheet & Absence Ratio KPIs.
• Training Schedule Completion.
• Documentation Scoring KPI.
• Direct Manager Assessment & Feedback.
• Adherence to Employment Policies.
• Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
• Adherence to Office Security Policies.
• Zero Days where Help Desk coverage is not arranged due to your absence. (Critical Coverage)

Qualifications

• Proficient in Microsoft Office including Word, Excel, and Outlook.
• Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
• Experience working with ticket tracking applications.

• Experience with Microsoft products including all recent versions of Microsoft Windows Server, Active Directory, Exchange and SharePoint Online.

• Ability to identify and diagnose technical issues in a timely fashion.

• Experience with corporate Anti-Virus, Cloud Backup and Firewall technologies is an asset.

Skills

• Proficient in the English language, excellent written and oral communication skills.
• Knowledge of basic business communication, including writing, editing, and formatting skills.
• Confident approach to working with customers.
• Excellent customer service skills and the ability to communicate information effectively in email, chat and over the phone.
• Excellent interpersonal skills and ability to work with clients and co-workers in a professional manner with a positive can-do disposition.
• Ability to adjust communication style based on technical understanding of the customer.
• Ability and willingness to adapt to procedures and a drive to learn.
• Ability to work in a fast-paced environment
• Time and priority management skills with an ability to make decisions independently and understand when escalation is required.
• Great attention to detail.
• High levels of patience and tolerance.
• Ability to work in a dog friendly workplace.

On Boarding / Training Requirements

• Up to 3 months on boarding requirement to work independently.
  • Technical Services process and policy documents
• On-the Job Training & Certification Requirements:
  • ConnectWise Manage - Service Engineer
  • ConnectWise Automate – Service Technician
  • ConnectWise Command
  • ConnectWise Control
  • ConnectWise Fortify
  • Auvik
  • IT Glue
  • ScalePad
  • ID Agent Dark Web Monitoring
  • Microsoft Teams
  • Accessible Workplace
  • Datto Specialist I
  • MCSA: Office 365
  • MCSA: Windows 10
  • Microsoft Teams
  • Microsoft SharePoint Online
  • Accessible Workplace
  • CyberSAFE

Decision Making

Level 1: Performs tasks and duties under direct supervision using well defined policies and procedures and chooses from limited alternatives to resolve problems.

Leadership & Supervision

Level 1: No supervisory responsibility.

Overtime

Non-Exempt

Market Equivalent Title

Help Desk Tier 1