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We are looking to hire 8 Technical Support Desk/ Desktop Support Technicians POS Representative for an on-going contract opportunity in Regina, SK.
JOB TITLE:Technical Support Specialist
DEPARTMENT:Service Desk
Client:IT Company
Employer:Volt
Pay:$17/hr+vacation pay(4%+benefits.
Location:Research Drive, Regina,SK S4S7J7
As the primary support contact for U-Scan/POS customers,the Bilingual Technical Support Specialist (TSS) performs diagnostics and troubleshooting on incoming customer calls.
In striving to meet and exceed client service standards (ACD, ACW, Online closure, Customer SLA's), the TSS researches open and previous cases and continuously works to improve their technical knowledge and troubleshooting skills.
- Provide first-level support to customers' requests by phone, email, and voice mail.
- Perform diagnostics of customers' POS/ U-Scan issues.
- Resolve customers' U-Scan issues by troubleshooting over the phone with customer contacts.
- Refer customers' POS/U-Scan issues to second-level support when necessary.
- Ensure accurate cataloguing of all calls handled within Remedy.
- Perform follow-up call-backs with customers.
- Keep up-to-date on all Service Desk processes and troubleshooting procedures.
Requirements:
- Atleast 1 year experience as a Desktop support Technician in a Call center environment
- Strong knowledge of Windows NT operating system, Hardware, Software, PC assembly, PC Components, Networking, RAS.
- Ability to think logically and work within a team environment. Excellent customer service and interpersonal skills.
- Excellent communication skills (English).
EDUCATION and/or WORK EXPERIENCE: DEC in relevant field and 1-2 years equivalent work experience.
SPECIAL CONDITIONS:Required to work evenings, nights, and weekends. (24/7 flexibility)
Computer and Technology Knowledge
- Windows
- OS/2
- Internet
- JavaOS
- Hardware
- Networking software
- Networking security
- Servers
- Applications - desktop
- Applications - enterprise
- Security software
- Office Suites
- Electronic scheduling software
- Communication software
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Transportation/Travel Information
- Own transportation
- Own vehicle
- Willing to travel
- Willing to travel regularly
- Willing to travel for extended periods
- Willing to travel overnight
- Valid driver's licence
- Travel expenses not paid by employer
- Public transportation is available
Credentials (certificates, licences, memberships, courses, etc.)
- Information Systems Professional (ISP)
- Certified Engineering Technologist (CET)
- Associate Computing Professional (ACP)
- A+ Certification
- Microsoft Certified Systems Engineer (MCSE)
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Help desk
- Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Manual dexterity
- Attention to detail
- Sitting
- Combination of sitting, standing, walking
Security and Safety
- Criminal record check (abstract)
Own Tools/Equipment
- Computer
- Printer
- Internet access
- Cellular phone
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