ICT Customer Support Tier 1, Epic, Bell Media

Summary

Epic specializes in the creation and management of information technology solutions for business. Our goal is to be the information technology partner of choice for each of our customers. We are proud to be part of the Bell MTS Family group of companies. We know Manitobans best and deliver a full suite of solutions that meets their unique needs and are focused on delivering the best experience at every interaction.

An ICT Customer Support Tier 1 is responsible for first-line support acting as the single point of contact for the entire organization. Timely and effective end user workstation deployment, support, maintenance and, warranty repair is provided through remote support. Remote monitoring and event actioning of network and server infrastructure to provide proactive and contractual support is also provided. Finding the fastest path to resolution is the primary objective in this role. This role will also assist in other information technology projects for Epic and its clients. This will be accomplished by using industry standard troubleshooting practices, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. This ICT Customer Support technician will be responsible for following standardized escalation procedures and communicating effectively with all other teams in the company. 

Key Responsibilities

• Resolve end-user IT incidents, problems, requests and standard changes (password resets, software support, hardware support network connectivity, etc...)
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, remote and onsite
• Work with vendors and third parties on behalf of the end user to ensure best customer experience
• Follow standardized escalation procedures to ensure timely resolution of complex problems
• Assist technical resources by troubleshooting software, hardware, and network issues
• Where necessary, assist network technicians in installing network equipment
• Under the direction of a systems engineer or team leader; Participate in installs, moves, adds, and changes to network and systems access
• Accurately log work orders/Connect Wise tickets and resolutions; maintain vigilant maintenance of this process
• Compile, maintain, and file all repair records, reports, and other documents as required
• Always maintain a high degree of professionalism, courteousness, and friendliness
• Provide single point of contact for organization
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, remote and onsite. This includes receiving all customer interactions and routing them to the correct group if they are unable to resolve.
• Attempt to resolve all end-user IT incidents, problems, requests and standard changes
• Follow standardized escalation procedures to ensure timely resolution of complex problems
• Assist technical resources by troubleshooting software, hardware, and network issues

Critical Qualifications

• High school diploma or equivalent
• 1-2 years of experience in related field
• Ability to diagnose problems applying industry best practices, perform repairs on IT assets, and provide support for a wide range of applications
• Able to quickly analyze issues and determine best course of action using available resources
• Sound judgment to escalate issues to senior members within the organization
• Excellent written, oral, and telephone communication skills
• Ability to work in a fast- paced environment and under pressure
• Excellent teamwork and customer service skills
• Service oriented, adaptable and resilient
• Excellent attention to detail, quality and control
• Ability to lift up to 50 lbs as required
• Overtime as required
• Clean Criminal Record Check

Preferred Qualifications

• Technical college, university degree or an acceptable combination of education and relevant experience
• Education in Networking and Computer Technology, Computer and Information Systems Technology or equivalent
• Experience in desktop/laptop repair