IT Service Technician I

Thecentermemphis; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to join their team. In this role, you will provide exceptional end-user support through various channels while ensuring adherence to established standards. Your expertise in troubleshooting issues related to Active Directory, Office 365, and Windows OS will be essential. This position offers an opportunity to work in a dynamic environment where your contributions will directly impact client satisfaction and operational efficiency. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 1+ years in technical support or customer service.
• Strong understanding of Windows OS and Office Suite.

Responsibilities

• Provide end-user support via phone, email, and webchat.
• Troubleshoot issues related to Active Directory and Office 365.
• Manage server and network devices, escalating issues as needed.

Skills

Technical Support

Customer Service

Troubleshooting

Active Directory

Windows OS

Microsoft Office Suite

Education

Technical Education

Tools

Office 365

Windows Server

VPN

Job description

Key Responsibilities

• Follow 'The VC3 Way' standards and processes to ensure consistent, predictable results for clients.
• Provide end-user support via inbound phone, email, and webchat.
• Triaging inbound service requests using an ITIL-based model to categorize and resolve issues.
• Fulfilling IMAC (Installs, Moves, Adds, Changes) requests.
• Troubleshooting issues related to Active Directory, Exchange, and Office 365.
• Assisting with password resets, account unlocks, and email updates.
• Creating user accounts, setting up workstations, and managing account terminations.
• Running workstation reports and investigating security issues like spam, phishing, malware.
• Setting up VPN/remote access, configuring printers, managing folder permissions, and troubleshooting network issues.
• Recovering deleted emails, performing basic server troubleshooting, and maintaining hardware.
• Supporting mobile devices and running diagnostic programs.
• Managing server and network devices, following up with clients, and escalating issues when necessary.

Minimum Requirements

• At least 1-year experience in technical support or customer service, or recent technical education.
• Understanding of Windows OS (7, 8, 10, 11), Microsoft Office Suite, Office 365, and Windows Server versions (2008 R2 to 2022).
• Knowledge of Active Directory, DHCP, DNS, and Terminal Services.