DISPATCH TECHNICIAN

Role: To provide the first line of support for all computer related Software/Hardware and telecommunications requests.

Duties and Responsibilities:
Answer, evaluate and prioritize incoming telephone calls, voicemail, email system requests
Undertake first line diagnostics over the phone to determine and resolve PC/peripherals & hardware/software issues.
Respond and resolve basic end-user requests in the areas of software, hardware, networking and telecommunications immediately before dispatching or escalating unresolved issues to Field Tech Support Staff or Technical Support Staff
Open help desk ticket using the appropriate tracking software. Log all incoming requests and steps taken towards resolution. Document and complete detailed service requests on the system
Manage service tickets by tracking service calls from initiation through to completion, ensuring that all service tickets have been closed on the system when all calls have been completed and that the client is satisfied
Manage problem recognition, research, isolation, resolution and follow-up on all tickets/requests. Escalate problems or issues as needed to Field Service Technicians.
Maintain network user security profiles including passwords and systems access.
Perform work on revolving day/night shifts

Technical Skills:
Must possess PC troubleshooting knowledge, for both hardware and software
Must possess mobile support knowledge, for both hardware and software
A+, CCNA and CompTia an asset

Requirements:
College Diploma or University Degree in Information Technology preferred, but will consider applicants with equivalent work-related experience
Understanding of IT Helpdesk Call Logging software and procedures.
2 - 3 years related experience within a service based industry
Previous quality assurance, scheduling or escalation experience an asset
Must possess strong customer service attitude and interpersonal skills
Must possess excellent written and verbal communication skills
Ability to work effectively within tight timelines
Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service

Job Type: Full-time

Schedule:
8 hour shift

Application question(s):
Do you have PC troubleshooting and mobile support knowledge for both hardware and software?
Do you have experience/understanding in IT Helpdesk Call logging software and procedures?
Do you have at least 2 years experience within the service-based industry, in providing quality assurance, scheduling and escalation?
Do you have certification in A+, CCNA and CompTIA?
Do you have a College Diploma or University Degree in Information Technology or equivalent work-related experience?
Are you able, willing and available to work over staggered/rotational shifts 24/7?
Are you able, willing and available for stand-by and call-backs to provide assistance after hours?
Are you able, willing and available to work nights/overnight shift?
Are you able, willing and available to work overtime?
Are you able willing and available to flex and adjust work schedules and shifts 24/7?
Are you willing to use and read computer screens for several hours each shift, up to and including the entire shift?
Do you have a valid Driver's, license, clear driver's abstract and access to a vehicle?
Are you legally entitled to work in Canada?
What are you minimum rate/salary expectations?

Work Location: In person