Your primary responsibility is providing information technical support to a variety of clients in a timely and professional manner. This will be accomplished through the following:

- Use of service ticketing system to track all requests to completion as well as job details
- Following documented processes
- Updating or suggesting updates to existing processes
- Provide end-user and infrastructure and business processes

Expectations · Self-assign new requests from unassigned queue based on priority and ticket age

· Regularly follow-up with customers on open tickets assigned to you

· Track all job activity, email and verbal communication in ticketing system

· Provide remote support

· Provide onsite support when necessary, to be coordinated with support team

· Seek assistance in a timely manner if task at hand is not getting solved

· Escalate major outages or potentials widespread issues to management

Characteristics and Skills

- Qualified demeanor
- Strong technical support (desktop, Server, Cloud Services)
- Experience with Microsoft 365 environments
- Network infrastructure skills an asset
- Customer-centric




- Detail oriented
- Organizational skills and ability to prioritize
- Able to work independently
- Strong communication (oral/written) and interpersonal skills
- Seeks assistance or feedback when facing difficulty
- Enjoys problem solving
- Enjoys working in the Information Technology field

Education/Experience

- College or University level education
- Professional certification or aptitude for the Information Technology sector (demonstrated during interview)
- Directly relevant job experience

Job Types: Full-time, Permanent Salary: $50,000.00-$75,000.00 per year

Job Type: Full-time

Pay: $55,000.00-$75,000.00 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care
- Work from home

Ability to commute/relocate:
- Guelph, ON: reliably commute or plan to relocate before starting work (required)

Experience:
- IT Support: 3 years (required)

Language:
- English (required)

Work Location: Hybrid remote in Guelph, ON

📌 IT Support Technician (Guelph)
🏢 Risolv IT Solutions
📍 Guelph