Support Technician

Note: French required.

Location:

8200 Dixie Rd, Brampton, ON L6T 0C1, Canada

2400 32 Ave NE, Calgary, AB T2E 9A7, Canada

1067 West Cordova Street, Vancouver, BC, V6C 1C7

· Act as first point of contact for all Employee Technology Support issues for employees and contractors

· Take ownership of support requests from beginning to successful completion.

· Provide high quality employee technology support to the user community in a PC and MAC environment.

· Maintain a high degree of customer service

· Facilitate the maintenance of computer systems, software applications, telephony, mobile devices, and network infrastructure.

· Coordinate and implement hardware upgrades and replacements as required.

· Log all IT support activity in the ServiceNow ticketing system.

· Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).

· Ensure compliance with, and implementation of Rogers Corporate IT Standards.

· Liaison with Rogers ITS, Hardware / Software vendors, and Rogers Procurement.

· Communicate solutions and ideas with local team and IT staff at other locations.

· Provide reporting in support of the Employee Technology support team and IT Services.

· Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.

· Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issues

· Ability to work with all level of users

· May be required to work at other locations as directed.

· Participate in rotating after-hours on-call schedule

EXPERIENCE & EDUCATION:

· Bachelor's degree or Diploma in business or technology preferred.

· Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.

· Excellent communications skills

· Professional certifications and training including ITIL V3 and Project management are desirable

· Familiarity with Compliance Standards (PCI, SSAE 16)

QUALIFICATIONS:

· 3 Years+ of IT Experience including working in employee technology support

· Must be confident and comfortable supporting senior level executives and their assistants

· Knowledge of Microsoft and Apple desktop operating systems (managing, configuring, upgrading and trouble shooting)

· Knowledge of desktops (PCs and Macs) (managing, configuring and trouble shooting)

· Knowledge of mobile devices such as phone and tablets (managing, configuring and trouble shooting)

· Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, CA Service Operations Management

· Experience providing hands-on and remote end user support.

· Working knowledge and experience with documentation, data & reporting tools including Excel, Access

· Minimum MCP certification, MCSA or MCTS preferred.

· ITIL certification is an asset.

· CompTIA A+ certification is an asset.

· Ability to deal with and prioritize multiple tasks in a time-sensitive environment.

· Ability to work independently and to meet defined deadlines with minimum supervision.

· In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities

· Network troubleshooting skills are an asset.

· Fluent bilingualism (English / French) both verbally and in written communication is a significant asset