Remote Technical Service Desk Agent

Pathway Communications; Saint John; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Service Desk Representative to provide front-line technical support. The role involves troubleshooting hardware, software, and network issues while ensuring excellent customer service. Candidates should have strong technical skills, effective communication abilities, and a proactive problem-solving approach. This position offers flexibility with part-time or full-time options and requires the ability to work in rotating shifts.

Qualifications

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience with troubleshooting Windows/MacOS and MS Office Suite.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Perform troubleshooting through diagnostic techniques and questions.
• Document and update all interactions in an ITSM.

Skills

Technical Support

Communication

Problem-Solving

Education

Diploma or degree in Computer Science

Tools

Active Directory

ServiceNow

Jira

Job description

Job Title: Service Desk Representative

Location: Remote

Job Type: Part-Time / Full-time

Summary:

The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Scope of work

Technical support of equipment, systems and applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;
  
  

Duties

• Serving as the first point of contact for users seeking technical assistance over the phone or email
• Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction
• Fulfill service requests for assets and services (part replacements, on-site repairs)
• Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems
• Dispatch Field Technicians and follow up on field and site-related issues
• Document and update all interactions in a state-of-the-art ITSM
• Escalate incidents and problems to Level 2 teams (and vendors) if/as required
  
  

Qualifications And Skills

Education: Diploma or degree in Computer Science, Information Technology, or related field.

Experience:

• 2-4 years of experience in technical support or IT service desk roles
• Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues
  
  

Technical Skills:

• Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira)
• Basic understanding of ITIL practices is preferred
• Use of ITSMs (ticketing systems like ServiceNow or Remedy)
  
  

Soft Skills:

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to work independently and as part of a team
• Fluent in English with native-level proficiency
  
  

Work Conditions

• Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays
• CPIC clearance and strict adherence to PCI standards
• Physical ability to lift and carry equipment weighing up to 20kg
  
  

Key Performance Indicators (KPIs)

• First Call Resolution Rate
• Average Time to Resolve Tickets
• Customer Satisfaction Scores (CSAT)
• SLA Compliance Rates
  
  

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Internet Publishing

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