KNOWLEDGE
- The ability to understand and communicate with non-technical people describing computer and mobile phone and system issues
- Job requires ability to utilize structured troubleshooting techniques and ability to diagnose user/account/client system hardware and software problems
- Strong knowledge of all Microsoft OS Platforms, (primarily Windows 10 and 11) Microsoft Office 365 Suite, Desktop Hardware troubleshooting, iOS and Android mobile phone troubleshooting, VPN, OneDrive, and Adobe Suite
- Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Wifi) and related hardware (e.g. Intel-based PC’s, network adapters, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.
- The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
- Strong customer service skills and experience
WORKING ARRANGEMENT
- Successful candidates who are client centric and the team can count on to work their regularly scheduled shifts will fully perform this assignment from home office
WORKING HOURS
- Successful candidates will have the flexibility to work either part time hours (at least 20 daytime hours per week Monday to Friday) up to full time hours (36.25 paid hours with 45 minutes of daily unpaid break-time) with optional additional hours available depending on the business need
SKILLS & QUALIFICATIONS
Mandatories (Must Haves)
- Analytical and problem-solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications
- The ability to plan, organize and prioritize tasks in a high-pressure environment
- A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements
- Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
- Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
- English Language Written skills to Efficiently Complete ticket work logs, write to customers via ticket system, LiveChat, email
Desirables (Nice to haves)
- A+ Certification
Job #ID 11217
Pay Rate
Job Type Full Time
Location North Bay