IT Support Technician providing technical assistance and support using Windows and macOS systems at The Canadian Press in Toronto. Collaborating on IT operations and service delivery in a hybrid work environment.
About the role
- Technical Support Engineer handling client support via various channels while improving service. Ensuring customer satisfaction through proactive problem-solving and maintaining strong client relationships.
Responsibilities
- Resolve client issues via email, phone, and video
- Proactively find ways to prevent future issues through proactive support and monitoring
- Take full ownership of customer issues without supervision
- Receive and perform triage on all incoming customer support tickets
- Resolve technical issues in a timely manner
- Develop and maintain excellent relationships with all our existing and future customers
- Help continuously improve the support service to maintain a high level of customer satisfaction
- Assist with customers' transfer requests and initial setup
- Assist with the development and maintenance of IguanaX online training and documentation
- Night and weekend on-call duty required for a 24/7 support team
Requirements
- Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java)
- Understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL)
- Post-secondary education or equivalent experience in a technical field (e.g., Software Engineering, Computer Engineering, Biomedical Engineering, Computer Science, Information Technology, Health Informatics, or Mathematics)
- Critical thinking and problem-solving skills
- Strong interpersonal skills and effective team player
- Valid passport and drivers’ licenses for business related travel to US, Canada, and EU.
Benefits
- 3 weeks holiday to start
- 100% virtual work environment
- Comprehensive health and wellness benefits package
- Commitment to nurturing and training our people
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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