Employer Industry: Information Technology Services

Why consider this job opportunity:
- Opportunity for remote work flexibility within the Greater Toronto Area
- Chance to develop troubleshooting skills and gain hands-on experience in IT support
- Supportive work environment with a focus on teamwork and customer service
- Exposure to a variety of technologies, including VPNs, Office365, and remote control tools
- Work in a dynamic 24x7 environment, enhancing adaptability and responsiveness

What to Expect (Job Responsibilities):
- Handle end-user calls, chats, emails, and web tickets for IT support
- Provide first-level resolutions and escalate tickets to the appropriate support group as needed
- Create, categorize, and prioritize tickets for efficient incident management
- Ensure incident resolution and ticket closure in a timely manner
- Maintain effective communication with customers throughout the support process

What is Required (Qualifications):
- Excellent English communication skills and prior customer management experience
- Strong knowledge of operations and service delivery, with the ability to manage critical situations
- Willingness to work in a 24x7 environment
- Basic understanding of computers and troubleshooting skills
- Ability to multitask effectively while handling calls, documentation, and chat support

How to Stand Out (Preferred Qualifications):
- Experience with troubleshooting desktop and shrink-wrapped applications (e.g., MS Office, Adobe)
- Familiarity with VPN concepts and troubleshooting connections
- Knowledge of ticketing tools such as Remedy or ServiceNow
- Understanding of desktop and mobile applications, computer networking, and internet protocols
- Experience with Exchange (Outlook) and Lotus Notes environments

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