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Company | Modern Niagara |
Address | Vaughan, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Construction |
Expires | 2023-07-28 |
Posted at | 10 months ago |
Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada’s infrastructure and on the communities where we live, learn, work, and heal.
- Comfortable with basic and complex tasks from Tier 1 and Tier 2 levels.
- Apply diagnostic utilities and access software updates, drivers, knowledge bases, and frequently asked questions to aid in troubleshooting.
- Evaluate documented resolutions and analyze root cause to prevent future problems.
- Root cause investigation to ensure problems have been adequately resolved.
- Continually prioritize issues/requests based on urgency and impact.
- Maintain end user Computing and Mobile devices and applications.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
- Perform more complex application support, including installing, configuring, and maintaining the organization’s applications, as well as troubleshooting end user questions and queries.
- With an eye to continual service improvement, build rapport to gain a holistic view of users’ issues/requests.
- Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
- Organized, autonomous and able to work with minimal oversight.
- Experience with desktop and server operating systems and back-end server support (e.g., setting up email accounts).
- Willing and able to support the team nationally.
- Experience in the construction industry would be considered an asset.
- Experience working in a team-oriented, collaborative environment.
- Experience with remote support (e.g., helpdesk/service desk, PC, desk side, phone).
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Willing and able to do light and heavy lifting.
- Strong documentation skills.
- Familiarity with the fundamental principles of ITIL.
- 4+ years experience in a Tier 2 desk support position.
- Fluent in English with strong written and oral communication skills.
- Experience with Infrastructure Network will be considered an asset.
- Experience managing service tickets from call to resolution in ITSM ticketing tools.
- A technical background, comfortable with operational technologies, and able to become a subject matter expert with specific software and hardware solutions.
- Familiarity with Zoho ManageEngine would be considered an asset.
- Experience working with software vendors to optimize support and functionality would be considered an asset.
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