Description
The Opportunity
Serve as the first point of contact for internal customers seeking technical assistance via Wajax support channels self service portal, call centre, support chat for all computer, software, network mobile or access requests.
The Role
Bilingual French/English is mandatory
- Monitor IT Help Desk ticketing system to ensure timely resolution of tech support issues within client defined SLA
- Adhere to helpdesk policies and procedures to address incoming incidents/service tickets including categorization, prioritization, resolution and/or escalation.
- Answers, evaluates, and prioritizes helpdesk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Provides support to local and remote site end users on a variety of issues. Identifies, researches, and resolves technical problems. Tracks and monitors the problem to insure a timely resolution.
- Provide printing support for all sites.
- Configures, personalizes and positions workstations for remote site users. Maintains upgrades or replaces hardware and software systems.
- Maintains, troubleshoots, installs and repairs computer systems, hardware, software and peripheral devices. Recommends and schedules repairs. Installs new software releases, system upgrades and resolves software related problems.
- Escalate and follow up incidents with the appropriate 2nd level support personnel.
- Provides after hours on call support as required on a rotational basis.
The Candidate
Education: College or University Degree (BA Information Technology)
Work Experience: 1-2 years desktop support experience
Knowledge: Experience with Windows operating systems; users account management, hardware and software; good understanding of computer systems, mobile devices and other tech products.
Knowledge in ITSM cloud-based ticketing systems i.e., FreshService
The Company
Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas - to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.
Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”
Highlights include:
- Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account.
- Wajax led e-learning, and product training through industry leading manufacturers.
- Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
- Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
- Award-Winning Health and Wellness Program.
By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.
As a condition of employment, final candidates will be subject to pre-screening.
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