Senior ICT Customer Support, Epic
A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.
New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.
The bottom line: we're looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry.
Description
The Senior ICT Customer Support is responsible for timely and effective end user workstation deployment, support, maintenance and, warranty repair through remote and onsite support. This role will also assist in other information technology projects for Epic and its clients. This will be accomplished by using industry standard troubleshooting practices, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary.
Duties and Responsibilities
- Resolve end-user IT incidents, problems, requests and standard changes. Including password resets, software support, hardware support, network connectivity, etc.
- Provide one-on-one end-user support and problem resolution via telephone, e-mail, remote and onsite
- Hardware repair (laptops, desktops, printers, etc.)
- Work with vendors and third parties on behalf of the end user to ensure best customer experience
- Follow standardized escalation procedures to ensure timely resolution of complex problems
- Assist technical resources by troubleshooting software, hardware, and network issues
- Where necessary, assist network technicians in installing network equipment.
- Under the direction of a systems engineer or team leader; Participate in installs, moves, adds, and changes to network and systems access
- Accurately log work orders/ConnectWise tickets and resolutions; maintain vigilant maintenance of this process
- Compile, maintain, and file all repair records, reports, and other documents as required
- Always maintain a high degree of professionalism, courteousness, and friendliness
Qualifications
- High school diploma or equivalent, with a Technical college or university degree preferred, or an acceptable combination of education and relevant experience
- Minimum of 3-5+ years of industry experience
- CompTIA A+, Network +, Server +
- Vendor certifications on various hardware an asset (eg HP, Lenovo, Dell)
- Ability to diagnose problems applying industry best practices, perform repairs on IT assets, and provide support for a wide range of applications
- Able to quickly analyze issues and determine best course of action using available resources
- Sound judgment to escalate issues to senior members within the organization
- Understanding of ITIL foundation process and knowledge of ticketing and rmm tools
- Excellent written, oral, and telephone communication skills
- Ability to work in a fast- paced environment and under pressure
- Excellent teamwork and customer service skills
- Service oriented, adaptable and resilient
- Excellent attention to detail, quality and control
Requirements
- Valid Driver's License with access to own vehicle
- Ability to occasionally travel within Manitoba
- Ability to lift up to 50 lbs as required
- Overtime as required
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Additional Information:
Position Type: Non Management
Job Status: Regular - Full Time
Job Location: Canada : Manitoba : Winnipeg
Work Arrangement: Hybrid
Application Deadline: 12/27/2024
For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
Created: Canada, MB, Winnipeg
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