Note: French required. Location: 8200 Dixie Rd, Brampton, ON L6T 0C1, Canada2400 32 Ave NE, Calgary, AB T2E 9A7, Canada1067 West Cordova Street, Vancouver, BC, V6C 1C7路 Act as first point of contact for all Employee Technology Support issues for employees and contractors路 Take ownership of support requests from beginning to successful completion. 路 Provide high quality employee technology support to the user community in a PC and MAC environment. 路 Maintain a high degree of customer service路 Facilitate the maintenance of computer systems, software applications, telephony, mobile devices, and network infrastructure.
路 Coordinate and implement hardware upgrades and replacements as required. 路 Log all IT support activity in the ServiceNow ticketing system. 路 Keep accurate records and inventories of corporate assets (i. e. desktops, laptops, mobile devices, etc. ). 路 Ensure compliance with, and implementation of Rogers Corporate IT Standards. 路 Liaison with Rogers ITS, Hardware / Software vendors, and Rogers Procurement. 路 Communicate solutions and ideas with local team and IT staff at other locations. 路 Provide reporting in support of the Employee Technology support team and IT Services. 路 Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.
路 Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issues路 Ability to work with all level of users路 May be required to work at other locations as directed. 路 Participate in rotating after-hours on-call scheduleEXPERIENCE & EDUCATION: 路 Bachelor's degree or Diploma in business or technology preferred. 路 Excellent interpersonal skills including demonstrated customer service and relationship building capabilities. 路 Excellent communications skills路 Professional certifications and training including ITIL V3 and Project management are desirable路 Familiarity with Compliance Standards (PCI, SSAE 16)QUALIFICATIONS:
路 3 Years+ of IT Experience including working in employee technology support路 Must be confident and comfortable supporting senior level executives and their assistants路 Knowledge of Microsoft and Apple desktop operating systems (managing, configuring, upgrading and trouble shooting)路 Knowledge of desktops (PCs and Macs) (managing, configuring and trouble shooting)路 Knowledge of mobile devices such as phone and tablets (managing, configuring and trouble shooting)路 Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, CA Service Operations Management路 Experience providing hands-on and remote end user support.
路 Working knowledge and experience with documentation, data & reporting tools including Excel, Access路 Minimum MCP certification, MCSA or MCTS preferred. 路 ITIL certification is an asset. 路 CompTIA A+ certification is an asset. 路 Ability to deal with and prioritize multiple tasks in a time-sensitive environment. 路 Ability to work independently and to meet defined deadlines with minimum supervision. 路 In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities路 Network troubleshooting skills are an asset. 路 Fluent bilingualism (English / French) both verbally and in written communication is a significant asset
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