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Technical Support Specialist

hearinglife_Canada Toronto, ON

Job details

Skills

Azure
SCCM
LAN
Microsoft Exchange
Technical support
DHCP
HDI Certification
WAN
Organizational skills
Business
Communication skills
Active Directory
Time management

Full job description

SCOPE

Reporting to the Director of IT, the Technical Support Specialist provides phone-based technical assistance to end users, troubleshooting issues related to hardware, software, and network systems. You will be responsible for efficiently resolving customer queries, ensuring a high level of customer satisfaction, and escalating more complex issues to the appropriate support teams when needed. In addition, the Technical Support Specialist will help oversee the IT department's ticket queues, ensuring all requests are properly categorized, prioritized, and resolved as quickly as possible.

SUCCESS CRITERIA

Serves as the single point of contact for all system users regarding IT-related issues.
Owns and manages all IT requests classified as Level 1 or Level 2 support, regardless of system or area.
Ensures adherence to IT policies, procedures, and standards.
Coordinates with vendors when necessary for servicing or replacing defective devices.
Collaborates with other IT staff to develop fixes, enhancements, and system improvements.
Ensures all inbound support calls are answered promptly and resolved efficiently.
Ensures inbound support tickets are addressed and resolved in a timely manner.
Configures, installs, optimizes, and decommissions IT assets as required.
Provides technical expertise to ensure the company’s technology use aligns with its business goals.

REQUIREMENTS, EXPERIENCE AND CONSIDERATIONS

College Degree preferred, or combination of work experience and professional certifications
Professional certifications a plus (CompTIA, HDI, ITIL, Cisco, Microsoft)
Minimum 1 years working experience in a Service Desk or technical support function
Strong working knowledge and troubleshooting skills for Microsoft products (Windows, Office, etc)
Experience administrating with the following technologies: SCCM, MS Exchange, Office365 Admin console, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, WAN
Excellent time management and organizational skills
Excellent written and verbal communication skills
Highly self-motivated, proactive, and results driven
Comfortable working in a fast-paced environment
Experience working with retail environments a plus
Ability to lift 25 lb boxes

REQUIRED BEHAVIOURS

The incumbent is required to behave in accordance with our Demant Values:

We create trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.
We are team players – We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals.
We create innovative solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.
We apply a can-do-attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

#LI-BH1 #Hearinglife_Canada #LI-Onsite

SCOPE

SUCCESS CRITERIA

REQUIREMENTS, EXPERIENCE AND CONSIDERATIONS

REQUIRED BEHAVIOURS

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