Advanced customer care associate resolving escalated phone, chat, and email issues for Crate and Barrel, a home furnishings retailer. Providing solutions, upselling, and coaching care associates.
About the role
- Junior IT support specialist serving Entuitive’s building design and construction professionals. Troubleshooting devices, Microsoft 365, networking, onboarding, and helpdesk requests in a hybrid Toronto role.
Responsibilities
- Serve as the first point of contact for IT support requests from staff across Toronto to Vancouver offices via ticketing system, phone, and in person
- Set up computer equipment, including wiring, software configuration, and user orientation
- Troubleshoot hardware, software, printer, peripheral, and iOS/Android mobile-device issues
- Escalate complex cases to Intermediate/Senior IT staff
- Monitor and action helpdesk tickets and technical requests
- Image, configure, and deploy laptops and desktops using corporate images and endpoint-management tools
- Support new-hire onboarding and departure offboarding, including account setup, hardware provisioning, and access changes
- Assist with Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
- Troubleshoot basic Windows 10/11 issues
- Troubleshoot Wi-Fi and VPN connectivity and support basic office networking needs
- Maintain documentation of tickets, assets, and resolutions while following SLAs
- Follow and refine checklists and best practices for recurring support tasks
- Replace hardware parts or coordinate replacements and backup systems to minimize downtime
- Perform other IT support duties as assigned
Requirements
- 1-2 years of experience in a technical support, help desk, or IT co-op/internship role
- Post-secondary education or diploma in Computer Science, Information Technology, or a related field, or equivalent hands-on experience
- Working knowledge of Windows 10/11 in a business environment
- Working knowledge of Microsoft 365
- Experience troubleshooting desktop/laptop hardware, printers, peripherals, and mobile devices
- Basic understanding of TCP/IP, Wi-Fi, and VPN
- Excellent verbal and written communication skills
- Customer-service mindset
- Strong organizational skills and ability to manage multiple requests in a fast-paced, multi-site environment
- Self-motivated and curious approach
- Enthusiasm for technology
- Strong analytical and problem-solving skills
- Exceptional customer service capability and ability to interact professionally with all levels of employees
- Ability to build strong working relationships
- Flexible, positive, and organized
- Ability to work independently and within a team
Benefits
- Flexible hybrid work model with a 37.5-hour workweek and three in-office days
- Professional growth through hands-on mentoring and technical training
- Continued education and defined pathways toward leadership
- Performance-based annual profit-sharing program
- RRSP matching up to 5%
- Employer-paid health insurance
- Comprehensive wellness program
- Generous parental leave
- Generous vacation plan based on experience
- Team-building activities
- Social events
- Supportive, inclusive, equitable, and accessible work environment
- Diverse project exposure
- Coaching
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