Triage and/or escalate tickets to the Infrastructure/System Administrator support team where more advanced technical skillsets or access permissions are required
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles, while also providing white-glove specialized service to Senior Executives when required
Provide basic in-house training in desktop applications used within the organization (Office 365, Adobe etc.)
Publishing support documentation to assist staff with requests for information & provide staff training if required
Active Directory and Office365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
Ordering, building and/or deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new, and managing imaging tools or software to efficiently deploy new hardware to a fast-growing organization.
Support of External Clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs as required
Arranging for external technical support where problems cannot be resolved in house
Participate in on-call rotation for after hours support as scheduled (TBD)
2-3 years previous IT Service Desk and/or Technical Call Centre experience required
Incident Management experience – Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment, whether legacy/on-premise or cloud-based.
Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications plus Android/iOS device and software support
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
A diploma or high school education with additional technical training, or equivalent on the job training or experience in a technical support capacity.
2-3 years of additional troubleshooting experience with end user hardware or software (laptops, cell phones, tablets, drivers, printers, etc).
Strong knowledge of Windows O/S, Server O/S, and all other common Microsoft application use
Travel to other office locations where required
Must be able to lift up to 30 lbs (computer equipment) as needed
Up to date Microsoft certifications considered an asset
Excellent communication skills in person, written (email), and verbal (telephone).
Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
Experience documenting new and existing processes to achieve standardization/modernization.
Demonstrate a high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
Readily share information, knowledge, and personal strengths.
Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
Learn by working alongside our experts
Extended health care and dental benefits
A retirement savings plan with company contributions
A suite of Health & Wellness offerings
Mental Health programs and support for you and your family
Assistance for the completion of industry designations
Competitive compensation
At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.
Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to careers@peoplecorporation.com.
The base salary for this position is between $55,000 - $67,000 annually.
This represents base salary only and does not represent other variable compensation components of our total compensation (i.e. annual bonus, commission etc). The actual base salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are selected to move forward in our recruitment process, the Talent Acquisition Specialist will be able to provide additional details of the total compensation for this role.