As a Level 1 IT Service Technician, you will be the first point of contact for customers technical issues. Working in a fast-paced, managed services environment, you'll provide Tier 1 support both remotely and on-site as required. You'll be expected to gather issue details, perform initial triage, and resolve or escalate as required while maintaining excellent and professional customer service. This role does have a mandatory on-call/after-hours requirement.
Responsibilities
- Deliver technical service and support to users via incident management software.
- Interact with end-users to gather information to categorize their request and evaluate and analyze problems/issues.
- Diagnose and resolve technical issues adhering to established processes and procedures.
- Accurately maintain end-user documentation and incident tickets.
- Assist with device imaging, configurations, and deployment on customer premises.
- Provide regular communication and follow up to customers and end users.
- Manage service requests and incidents in accordance with Service Level Agreements.
- Escalate or redirect incidents and service requests as per established procedures.
- Work as a contributing member in a team environment including other technical support teams and external vendors.
Qualifications
- Demonstrated experience in technical support or desktop support roles.
- Solid understanding of computer networking concepts including LAN, VPN, firewall settings, and basic troubleshooting techniques.
- Familiarity with operating systems such as Windows, macOS, and Linux.
- Experience using ticketing tools like KaseyaOne and IT Glue.
- Knowledge of software troubleshooting methods for common applications including Microsoft Office suite.
- Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
- Ability to prioritize tasks efficiently in a fast-paced environment.
- Nice-to-have skills include familiarity with help desk operations, operating system installation/configuration, and knowledge of computer hardware components.
Pay: From $50,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
📌 Level 1 IT Service Technician (Calgary)
🏢 Important Company of the Sector
📍 Calgary
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