Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

- Resolve end-user IT incidents, problems, requests and standard changes. Including password resets, software support, hardware support network connectivity and so on.

• Provide one-on-one end-user support and problem resolution via telephone, email, remote and onsite.
- Work with vendors and third parties on behalf of the end user to ensure best customer experience.
- Follow standardized escalation procedures to ensure timely resolution of complex problems
- Assist technical resources by troubleshooting software, hardware, and network issues.
- Where necessary, assist network technicians in installing network equipment.
- Under the direction of a systems engineer or team leader; Participate in installs,

moves, adds, and changes to network and systems access.
- Accurately log work orders/ConnectWise tickets and resolutions; maintain vigilant maintenance of this process.
- Compile, maintain, and file all repair records, reports, and other documents as required.
- Always maintain a high degree of professionalism,



courteousness, and friendliness.
- Provide single point of contact for organization. Provide one-on-one end-user support and problem resolution via telephone, e-mail, remote and onsite.
- This includes receiving all customer interactions and routing them to the correct group if they are unable to resolve. Attempt to resolve all end-user IT incidents,

problems, requests and standard changes.
- Follow standardized escalation procedures to ensure timely resolution of complex problems.
- Assist technical resources by troubleshooting software, hardware, and network issues

Qualifications

- Education in Networking and Computer Technology, Computer and Information Systems Technology or equivalent is preferred.

• Minimum experience required: 0-2 years
- Some experience in desktop/laptop repair is desired
- Ability to diagnose problems applying industry best practices, perform repairs on

IT assets, and provide support for a wide range of applications
- Ability to lift 50 lbs as required

📌 ICT Customer Support (Winnipeg)
🏢 Epic A Bell MTS
📍 Winnipeg