Technical Support Escalations

UHC-Hub of Opportunities; Windsor; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company is searching for a Technical Support professional to maintain workstations and troubleshoot technical issues. The ideal candidate will communicate effectively and manage customer experiences while demonstrating strong technical skills in networking and server management. This role offers an opportunity to work in both remote and in-house environments, ensuring client satisfaction through excellent service and follow-up.

Qualifications

• Minimum 1 year field experience required.
• Strong English written and verbal communication skills.
• Knowledge of routers, firewalls, switches, VPN, and disaster recovery.

Responsibilities

• Maintain and troubleshoot workstations and technical issues.
• Provide support for customers and internal staff.
• Perform timely administration and document technical processes.

Skills

Technical troubleshooting

Excellent communication

Documentation skills

Customer service

Education

University level Computer Science degree

College level Computer Systems Technology diploma

Tools

VPN

MS Server

MS Exchange

MS Active Directory

Job description

Responsible for maintaining and troubleshooting workstations and end-user technical issues. Provide support for customers and internal staff in resolving technical issues; Communicate effectively with customers and internal staff ensuring an exceptional customer and co-worker experience; Demonstrate excellent self-management skills by managing loose-ends and task follow-through; Perform timely administration using concise technical writing techniques that provide the customer and internal staff with professional documentation; Remote, in-house tickets for workstations, printers and end-user technical support; Break-fix; RMM deployment; Workstation in-house preparation; Ticket self-management and additional request follow-through; Exceptional administration, documentation and communications; Escalation for lower tiers; Exceptional work ethic to ensure problem has been resolved and client is fully satisfied; Perform post-resolution follow-ups with end-user and team members as required

Qualifications :

• A University level Computer Science degree, or a College level Computer Systems Technology diploma, plus a minimum of 1 year field experience; Strong English written and verbal communication skills required; Knowledge of the implementation, maintenance and troubleshooting of the following processes : VPN, routers, firewalls, switches, wireless, MS Server, SAN, MS Exchange, Terminal Services, MS Active Directory, virtualization, fault tolerance, disaster recovery and data backup; Take pride in tasks, earn respect through actions, go beyond job expectations, and lifelong learners