IT and Network Engineering

Senior ICT Customer Support, Level 2, Epic

A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.


New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.


The bottom line: we’re looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry. 


Job Description:

The Senior ICT Customer Support is responsible for timely and effective end user workstation deployment, support, maintenance and, warranty repair through remote and onsite support. 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.


Duties and Responsibilities:

  • Resolve end-user IT incidents, problems, requests and standard changes. Including 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
  • Hardware repair (laptops, desktops, printers, etc.)
  • 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/ConnectWise 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



  • High school diploma or equivalent, with a Technical college or university degree preferred, or an acceptable combination of education and relevant experience
  • Minimum of 3-5+ years of industry experience
  • CompTIA A+, Network +, Server +
  • Vendor certifications on various hardware an asset (eg HP, Lenovo, Dell)
  • 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
  • Understanding of ITIL foundation process and knowledge of ticketing and rmm tools
  • 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



  • Valid Driver’s License with access to own vehicle
  • Ability to occasionally travel within Manitoba
  • Ability to lift up to 50 lbs as required
  • Overtime as required



Bilingualism is an asset (English and French)


Additional Information:

Position Type: Non Management

Job Status: Regular - Full Time

Job Location: Canada : Manitoba : Winnipeg

Application Deadline: 09/28/2020


Please apply directly online to be considered for this role.  Applications through email will not be accepted.


Epic is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.


Created: Canada, MB, Winnipeg


Bell, one of Canada’s Top 100 Employers.