It Desktop Support, Technician

Maybe you’ve stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Circle K is all about. Our mission is simple: to make our customers' lives a little easier every day. We’ve grown into a successful global company with over 15,000 stores in 26 countries, serving more than 6 million customers each day. In all, we have more than 120,000 people working at our stores and support offices.

IT Desktop Support, Technician (Level 1)

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Department: IT

Location: 305 Milner Avenue, Suite 400 Toronto, Ontario M1B 3V4

Type: Permanent, Full time – 40 hours per week

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PROFILE

You are the primary point for of contact for all incoming above store employee calls. You will work with our end users and the Tier 2 Technicians to ensure that all reported issues are resolved in a timely manner.

• Exceptional verbal and written communication skills
• Able to work under pressure and switch tasks seamlessly.
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Ability to build and maintain lasting relationships with team and clients
• Team player
• Good organizational skills and thoroughness in the execution of tasks

What You’ll Do

• Respond in a timely manner to incoming communications. This includes, but is not limited to email, corporate chat, and ticket communications.
• Create, track and document incident and request tickets with diagnostic details including actions taken from initial diagnosis through the final resolution
• Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution
• Assist with technology in conference rooms as needed for meetings.
• Perform other duties as assigned.
• Ensure a ticket is created for every customer interaction.
• Provide support for Mac and other BYOD (iOS/Android) devices.
• Provide onsite and remote support to end users.
• Answer incoming calls when assigned to the phone switch.
• Build, configure, and deploy laptops and peripherals ensuring all hardware is accounted for in accordance with documented policies and procedures.

What You’ll Need

• Ability to adapt and prioritize assigned tasks.
• Ability to function effectively in a dynamic, fast paced, high call volume environment.
• Ownership and resolution of assigned tickets.
• Call center experience: minimum 2 year.
• Functional knowledge of Office 365, VPN, MFA, and Citrix environments.
• Must be able to work independently, as well as within a team.
• Must be fluent in English and French language.
• Extensive knowledge in configuring, installing and deployment of hardware.
• Experience using IT ticket tracking systems.
• Strong analytical and troubleshooting skills.
• Technical diploma or equivalent with or technical certifications (AEC, Microsoft, ITIL Certifications) with a minimum of 2 year of related work experience.
• Proficient in Windows and Active Directory environments.

WHY WORK WITH US

Here Are Some Of The Attractive Benefits We Offer

Our job openings in stores and offices allow you to grow quickly within a global company, while benefiting from a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you.

• Paid leave including vacation, sick and personal leave;
• Work in hybrid mode.
• Possibility to join a pension plan with employer contributions or a share purchase plan;
• Scholarship program available to the employee and the employee's children;
• A full range of benefits (medical, dental, etc.);
• Discounts for employees in stores and at many of our partners;
• Learning opportunities to develop new skills and grow professionally in a growing company;

INTERESTED? You are only a few clicks away from joining an exceptional company! Those interested in this position should apply on our career site: https://workwithus.circlek.com/global/en

Circle K attaches great importance to diversity in the workplace and subscribes to the principle of employment equity by encouraging applications from designated groups, namely: women, Aboriginal people, persons with disabilities and members of visible minorities.

We thank all candidates for their interest in this position; Only selected individuals will be contacted.

Circle K values diversity in the workplace and encourages applications from the following designated groups: women, aboriginal peoples, persons with disabilities and members of visible minorities. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request in all aspects of the selection process.

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