As a SERVICE DESK TECHNICIAN, you'll share your technical expertise with our clients, provide caring and expert technical support, and resolve simple to complex technical issues. You'll be part of a team of highly qualified peers that will challenge you to grow both your technical and business skills, making you more valuable in the marketplace.
Manawa is a recognized leader in the Managed IT Services Industry located in Toronto, ON, Canada.
This is what the job entails:
Technical Support & Client Communication
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource to be resolved quickly and efficiently
- Accurately completing timesheets
- Serve as a point of contact for customers seeking technical assistance over the phone, email, or chat
- Ask customers pertinent questions to understand the results the customer is seeking
- Perform remote troubleshooting using the tools available and information gathered
- Determine the best solution based on the issue and details provided by customers
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Always try to provide a first call resolution
- Provide accurate technical information on IT products or services to customers while recognizing requests for new solutions which are escalated to their Technology Consultant
- Record events and problems and their resolution in the ticketing and documentation platforms
- Follow-up and update customer with status, information, resolution
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Assist end users with configuration, maintenance, and operation of devices
- Install, modify, and repair computer hardware and software
- Participate in writing training manuals and/or Standard Operating Procedures (SOP) of software, configuration of hardware and problem troubleshooting
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
- Create accounts and configure hardware as part of on-boarding process
- Diagnose and rectify WAN and LAN issues, including ADSL based technologies.
- Practical experience in deploying and migrating users from old PCs to new PCs
- Ticketing system hands on experience
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of desktop productivity, office automation, and remote control/access technologies
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve technical issues
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Strong desktop knowledge (Windows 10 ,8 and 7)
- Client connectivity and networking - Ethernet, TCP/IP, firewalls, and VPN
- Microsoft Active Directory and Group Policy experience
- Microsoft 365 experience - creation of Shared mailboxes and Distribution list, License management, Message tracing
- Domain hosting and DNS knowledge
- Position requires on-call availability during their week in the rotation after hours from 6pm to 11:30pm and 6am to 8am during weekdays and 9am to 11:30pm on Saturdays and 10:30am to 11:30pm on Sundays (all times are Eastern Standard Time EST)
Good to Haves:
•
- Certification or training provided by hardware/software vendors
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of desktop productivity, office automation, databases and remote control/access technologies
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve technical issues
- Excellent verbal and written English communication skills
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Strong customer service and troubleshooting skills
- Customer-oriented and cool-tempered
- Previous working experience as an IT Help Desk Technician for 5 years
- In-depth knowledge of computer systems and mobile devices?
- Hands on experience with diagnosing and resolving basic technical issues
- Excellent interpersonal skills
- Windows 10, Mac OS X, Google Collaboration Apps and Office 365
- Active Directory maintenance and Exchange 2007 & 2010
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Client connectivity and networking - Ethernet, TCP/IP, firewalls, and VPN
- Microsoft Active Directory, Group Policy
- Experience with Acronis, Altaro, Veeam, and desktop security products
If you are interested in the role, we would love to hear from you!
Job Type: Full-time
Salary: Php300.00 - Php350.00 per hour
Benefits:
- Flextime
Schedule:
- 8 hour shift
- Flextime
Language:
- English (Required)
Expected Start Date: 12/11/2023
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