It Helpdesk Support Jobs

Company Description
Are you looking for your next adventure? Let us tell you all about it! The project team at Ontario Transit Group are so proud to be part of Ontario’s future.
Ontario Line South
Our team is mobilizing its design and construction crews, with major works to commence in 2023. The South Civil contract is anticipated to be completed in 2030.
The project will strengthen Ontario’s economy by supporting an estimated 1,500 jobs at the peak of construction.
What is the project?

• A six-kilometre tunnel and associated tunnelling works from Exhibition to Don Yard portal (west of the Don River)
• Two underground stations to be integrated with the existing TTC Osgoode and Queen subway stations
• Four new underground stations (King/Bathurst, Queen/Spadina, Moss Park, Corktown.
• One above-ground station to be integrated with the existing GO Transit Exhibition Station
• Stations:

The Benefits to Ontario?

• Faster, more frequent and reliable access to rapid transit with more than 227,500 people will live within a 10-minute walk of an Ontario Line station
• Economic and community growth along the future transit line and thousands of job opportunities annually during construction
• Reduction in traffic congestion, greenhouse gases and fuel consumption by providing an alternative transportation option
• Up to 57,000 more jobs will be accessible by transit (in 45 minutes or less) for Toronto residents
• Improving the quality of life for commuters by reducing daily travel time
• Reducing crowding on the existing Line 1 (Yonge-University) subway

We are seeking a highly skilled and motivated IT Helpdesk Support professional to join our team for the Ontario Transit Group Project. As an IT Helpdesk Support, you will be responsible for providing technical assistance and support to our customers via email, performing remote troubleshooting, and ensuring the smooth operation of computer systems and software applications. This is a dynamic role that requires excellent communication skills, strong troubleshooting abilities, and the ability to work effectively as part of a team.
What you will undertake:

• Provide user support on multiple sites using the ticketing system Zendesk, including managing and resolving tickets within defined SLAs.
• Escalate unresolved issues to the appropriate level of support personnel, providing comprehensive and accurate information for further troubleshooting.
• Demonstrate excellent written and verbal communication skills to effectively communicate technical information to non-technical users.
• Guide customers through the problem-solving process, assisting them in resolving technical issues and answering their queries.
• Possess a good understanding of computer systems, mobile devices, and other tech products to provide comprehensive technical support.
• Follow up with customers to ensure that their technical issues have been resolved and provide updates on their status and information.
• Serve as the first point of contact for customers seeking technical assistance over email, providing prompt and efficient support.
• Manage Microsoft Office 365 services and provide support to users, including account administration, troubleshooting, and training.
• Perform remote troubleshooting through diagnostic techniques and relevant questioning to identify and resolve technical issues.
• Identify and suggest possible improvements to procedures, workflows, and systems to enhance the efficiency and effectiveness of the IT helpdesk.
• Maintain an IT asset management system, ensuring accurate records of hardware and software inventory and tracking changes or upgrades.
• Perform software installations and upgrades on various systems, ensuring compatibility and adherence to company policies and guidelines.

Qualifications
What do we ask for?

• A good understanding of computer systems, mobile devices, and other tech products commonly used in an office environment.
• Demonstrated ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams and engage with a diverse range of individuals.
• Highly organized with the ability to maintain an IT asset management system and ensure accurate records of inventory.
• Extensive knowledge and experience in Microsoft Office 365 administration and support.
• Candidates must be available to work on-site in Toronto; remote work from home is not available.
• Prior experience with Zendesk or similar ticketing systems is preferred.
• Proficient in Windows installation and troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical users.
• Proactive and dynamic individual with an advanced level of troubleshooting skills and a strong problem-solving mindset.

We offer a competitive salary package, a challenging and engaging work environment, and the opportunity to be part of the most exciting project in Toronto. If you are passionate about IT support, possess the required skills, and thrive in a team-oriented environment, we would love to hear from you.
Additional Information
Is this role for you?

• An initial discovery call or,
• If you are through to Interview stage? What to expect…
• A first stage interview via Microsoft Teams or telephone call
• A response to your application within 15 working days
• Additional interview with the stakeholders you’ll be working with closely in the role