Technical Support Specialist - Jobs in Oakville, ON

Job Description

Pethealth Oakville, 710 Dorval Drive, Oakville, Ontario, Canada Req #357Friday, June 11, 2021Our Mission at Pethealth Inc. is to bring vitality to lives… furry and otherwise. This includes pets, and the people who care for them; our employees, our partners, our customers, our business and our communities.Technical Support SpecialistPosition Summary:The primary accountability of the Technical Support Specialist is to provide value-added technical support to internal users on all implemented technology solutions used by Pethealth Inc and affiliates, including software, hardware, and network applications. This role functions as the first point of contact for all Pethealth Inc technical and application support calls.Job Duties/Responsibilities:Provide professional and customer service oriented resolution to all Pethealth Inc. internal technology solutions including but not limited to: Windows Client OS (Windows 7-10), Windows Server, Virtual Environments, PC troubleshooting/vendor escalation, provide basic network troubleshooting, remote access (VPN Cisco Anyconnect, Citrix), internal systems (Microsoft Dynamics), email issues, internet connectivity, Office 365 components, etc.Responsible for Pethealth Inc asset management tracking (desktop, laptops, mobile devices, phones, headsets, employee ID cards, access cards, etc) as well as software license management.Responsible for the deployment of PHI client corporate standard image.Responsible for the packaging deployment of new software or updates.Coordinate maintenance, support and service for office equipment (printers, copiers, fax machines)Coordinate Identity Management processes (new user access creation, change, termination) with HR team, in order to fulfill business expectations.First level Unified Communications system troubleshooting (Cisco Phones / Quality Management), as well as other IP based telecom systems and conferencing solution (Webex).Installation and activation of softphone on staff PC and laptops & desk phones, along with set up of extensions and voicemail.Ensure professional service and communication across all support channels (support ticket, phone, and/or in person)Effectively prioritize support calls based on policy, urgency, and effect on businessExercise exceptional problem-solving skills in determining root causes and solutions, and properly escalate unresolved queries to the next level of support.Identify, research and resolve technical problems.Tracks, monitors, and logs all problems to ensure a timely resolutionProactively identify trends regarding technical issues and present information and/or recommendations to manager accordinglyStay up-to-date on evolving technology trends and developmentsProvide occasional support for emergency after-hour callsCreate new documentation on common issues, and update existing documentation on previously identified issues.Other duties as assigned.Education/Experience:BS degree in Information Technology, Computer Science or equivalentMinimum 3 years Proven working experience in providing help desk supportRequired Qualifications (Certifications, Licenses, Software Programs, KSA’s):CompTIA A+ certificationCompTIA Network+ certification is an assetITIL Foundation is an assetMCSA: Windows 8/10 or equivalent.Office 365 experience is desired.Cisco UC experience is an asset.Additional Qualifications:Strong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationproblem analysis, problem-solvingAdaptableWork individually or as part of a teamStrong attention to detailOrganized and have good time management skillsWork Requirements:Frequent communications, verbal and written.Must be able to remain in a stationary position 80% of the time.Must be able to read, count and do simple mathematics.Be able to lift up to 10lbs. occasionally.The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etcConstantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer.We thank all candidates for their interest.If selected for an interview, you will be contacted by email within 7 business days.Pethealth is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, disability, gender, sexual orientation or national origin.Other detailsJob Family IT Operations Pay Type Salary