Level 1 Service Desk

Who are you, Fully Managed?

We’re a fast-paced IT solutions and services company that has a “Get ’er done” attitude which links our passion for achieving our core purpose of #CreatingPeaceOfMind for everyone. We eat, sleep, and breathe our core five values of:

• Fanatical Service
• Absolute Accountability
• Inspiring our People
• Passion for Innovation
• Monomaniacal about Process

We are a team, a family, and a group of world class collaborators that have each other’s backs. We also have A LOT of fun together.

Tell me more about this opportunity!

You’re a rising superstar. You want to learn as much as you can. You ask thoughtful questions every chance you get. You want guidance to grow professionally. You want to PROVE yourself. Were you nodding vigorously to those statements? If yes, keep reading!

This opportunity, NOT job (here at Fully Managed we believe in careers and growth and not just ordinary, mundane employment), will feed the hunger that you have bubbling inside of you. We’ll give you the freedom to tackle the IT things you do know and help you build your knowledge for the IT things that you don’t know. As we ALWAYS say, we can teach technology, but you need to meet us with your determination.

Outside of this opportunity, we’ll even assist you with your daily life through comprehensive benefits and generous subsidies because we know that in life, everyone needs some support.

• 
  Resolve Tier 1 technical support issues (related to servers, applications, networking, backups, security, etc.); escalating to Tier 2 technical support where appropriate;
• Assist with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time;

• Follow standardized operating procedures;
• Create new procedures for newly identified resolutions, and when otherwise appropriate;
• Maintain accurate documentation of client networks, resolved issues, and client information;
• Communicate ticket status and updates directly to clients;
• Provide technical support to the organization’s internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications);
• Strive to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided;
• Participate in team and company huddles to help ensure the success of the team and organization;
• Be willing to work flexible hours when required to meet client deadlines;
• Track time and submitting time sheets for work completed; and
• Perform other duties and tasks as required.

Skill and knowledge requirements

We’re flexible but these are a must:

• Outstanding interpersonal and soft skills;
• Excellent telephone skills;
• Ability to deal with all situations and portray a positive customer service attitude;
• Outstanding ability to quickly establish rapport with clients;
• Ability to work under pressure;
• Ability to analyze client problems by type and severity, acting as ‘remote eyes and arms’ for problem determination and resolution;
• Excellent English verbal and written communication skills;
• Must be personable, friendly and approachable;
• Attention to detail, including full incident documentation and completion;
• Ability to provide first level support at minimum of 75% resolution;
• Ability to work with a minimum of supervision; and
• Ability to assess workload and make recommendations for improvement.

Assets:

• Diploma or bachelor’s degree related to IT;
• Microsoft, Cisco, and CompTIA A+ certifications;
• 1+ years of previous experience providing Tier 1 technical customer support; and

• Be available to take on various shifts 24/7.

Interested?

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted.

No recruiters and no phone calls please!