The Help Desk Support Representative is responsible for handling first level support of service requests via phone, email and remote tools. This relates to all technology, to include: workstations, printers, networks, and vendor specific hardware and software. Candidate must be fluent in English to be considered for this position.
Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution implementation and support: VPN and Terminal Services
Escalation of service requests that require 2nd and 3rd level support
System documentation maintenance and review in ConnectWise ticketing system
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Responsible for entering time and expenses in ConnectWise ticketing system as it occurs
Enter all work as service tickets into ConnectWise ticketing system
Knowledge, Skills, and/or Abilities Required:
3+ years of IT Service Desk Experience
University Degree/College Diploma in IT or related field
Understanding of operating systems, business applications, printing systems, and network systems
Experience with mobile devices
Hands on experience with anti-virus and anti-spam solutions
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Please let us know if we can provide disability-related accommodations to support your participation in all aspects of our Recruitment Process.
Quartet Service Inc. provides IT infrastructure services to the Greater Toronto Area's business community. Services include remote and on-site support, network, telephony and server management and consulting. We have 45 employees, our median client has 54 employees and our largest client has almost 6,000 employees. Most of our services are retainer based, but we also have an active special projects and consulting division.
Quartet has invested over $13 million in IT infrastructure for our clients to use on a multi-tenant basis. This includes hosted telephone systems, hosted virtual servers, managed security devices and a private internet network. Clients avoid capital costs, enjoy greater performance and have more service flexibility. We leverage economies of skill and scale to provide excellent value and consistent service. Our mid-tier clients utilize our shared infrastructure services.
Quartet offers its employees a unique culture with the pillars being TEAMWORK, POSITIVITY, WORK ETHIC and INITIATIVE. Quartet provides performance management, career development planning, a great benefits package which includes an RSP plan, medical and dental insurance, Long Term and Short Term Disability and a maternity program. Quartet invests in their employees offering training and education funding.