Required Qualifications, Skills and Abilities (QSA)
1. Two-year Diploma in Information Technology (foreign education must have Canadian equivalency certification).
2. One year experience within an enterprise information technology environment in a customer-support facing role.
3. Demonstrated knowledge in providing technical and troubleshooting assistance related to technical hardware and software, peripherals, mobile devices and other tools and products within an enterprise information technology environment.
4. Demonstrated knowledge in providing support and training through multiple communication channels including remote, phone, email, chat and in person, documenting those requests and solutions following established processes.
5. Demonstrated knowledge of service management, remote management, and client management tools.
6. Effective analytical, problem solving, and decision-making skills.
7. Strong communication and facilitation skills.
8. Effective organizational and time management skills.
9. Strong customer focus.
10. Ability to collaborate and work well with teams with a high level of initiative and motivation.
11. Values diversity.
