Overview:
We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support and assistance to our customers. This role requires strong problem-solving skills, excellent customer service, and a deep understanding of various operating systems and IT support tools.
Responsibilities:
– Provide technical support to customers via phone, email, or chat
– Troubleshoot and resolve hardware and software issues related to desktops, laptops, and mobile devices
– Assist with the installation, configuration, and maintenance of operating systems
– Collaborate with cross-functional teams to escalate and resolve complex technical issues
– Document all customer interactions and resolutions in the ticketing system
– Maintain a high level of customer satisfaction by providing timely and effective support
– Continuously update knowledge base articles to improve self-service options for customers
– Assist with testing and deployment of new software releases
Experience:
– Proven experience in a technical support role, preferably in an enterprise environment for 2+ years
– Strong knowledge of desktop support principles and best practices
– Proficiency in MacOS and Windows operating systems
– Familiarity with help desk ticketing systems such as ServiceNow or Remedy
– Experience troubleshooting VPN connectivity issues
– Excellent customer service skills with the ability to communicate technical concepts to non-technical users
Benefits:
– Competitive salary based on experience
– Comprehensive health insurance package
– Retirement savings plan with employer matching
– Paid time off and holidays
– Professional development opportunities
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home
Schedule:
- Day shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- On call
- Weekends as needed
Supplemental pay types:
- Bonus pay
Licence/Certification:
- CompTIA A+ (preferred)