Deskside Technician

BrokerLink; Greater Sudbury; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading insurance brokerage in Sudbury, ON seeks a Deskside Technician to install, configure, and support end user devices. The ideal candidate will have excellent communication skills, strong customer service orientation, and relevant technical experience. This full-time position offers a competitive compensation package, including numerous employee perks such as flexible health benefits and a generous vacation policy.

Benefits

Flexible health and dental insurance benefits package

RRSP with Company matching

Employee Share Purchase Plan

Competitive compensation package with bonus

Paid Time Off including personal and vacation days

Recognition as one of Canada’s best employers

Qualifications

• Experience in detailed incident logging is essential.
• Preferably has Azure certifications or relevant work experience.
• Must possess a valid driver's license.

Responsibilities

• Install, configure, maintain, and support end user devices.
• Provide end-user technical support and training.
• Assist in the research and procurement of hardware and software.

Skills

Time management

Problem-solving

Communication (verbal and written)

Customer service orientation

Education

University Degree or College Diploma in related discipline

Tools

Microsoft Office productivity suites

Incident Management Systems

Remote Support Tools

Job description

Being a part of BrokerLink means you live our values: act with integrity, respect others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you. Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract for a long time. We want to bring out the best of all our team members. Offering countless opportunities to grow in an environment which values our most important asset, you, our team members. We have over 240 offices across Canada; ask us about our flexible work arrangements!

We are looking for a Deskside Technician to join BrokerLink work out of our Sudbury, ON Office on a Permanent FT Basis.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• ‘Dress for your day’, dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year
• Working for an employer who is regularly recognized as one of Canada’s best employers such as Kincentric 2024

What the Role Entails

• Installs, configures, maintains, and supports all end user devices and software
• Creates and maintains documentation including network diagrams and SOPs
• Provides end-user technical support and training
• Assists with hardware and software product research, evaluation, and procurement
• Demonstrates excellent interpersonal communication skills
• Triage, action and respond to assigned tickets escalated from Tier 1 Support
• Support issues with telephony equipment, software functions and access
• Onboarding and offboarding end user devices and telephony setup
• Troubleshoots, diagnoses, and resolves hardware, software, and other network problems
• Assist in updating and preserving computer inventory and surplus equipment
• Sustain and fix issues with video systems and other computing equipment
• Assist in testing and deployment of new applications and systems
• Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Resolve issues by conducting problem analysis to implement temporary or permanent solutions
• Meet and maintain assigned team and individual KPIs including organizational SLA metrics

The Successful Candidate Will Have

• If you feel you have the equivalent skills, please apply

To be a successful candidate, you will need to have a strong understanding of prioritization and great time management skills. Strong skills in communication for ticket resolution via all methods (phone and Teams) versus email. Detail in ticket logging is a preferred skill.

• University Degree or College Diploma in related discipline or applicable professional experience
• Experience that demonstrates the importance of detailed incident logging
• Excellent English communication skills (verbal and written)
• Team player, self-starter, and ability to think and resolve issues independently
• Preference given to those with Azure certifications or work experience
• Preference given to those with Finesse or other telephony management tools or work experience
• Ability to set the appropriate priorities to new and existing workload
• Excellent customer service orientation and ability to collaborate
• Excellent written and verbal communication skills, adapting to fit audience and message
• High degree of professionalism, with demonstrated ability to live our values
• Experience with Incident Management Systems, Remote Support Tools and Microsoft Office productivity suites
• Valid driver’s license recommended

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength. We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our dedicated webpage at the following URL: https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!