IT - Operations - Technical Support Specialist
Pethealth Inc.
Oakville, ON
Our Mission at Pethealth Inc. is to bring vitality to lives… furry and otherwise. This includes pets, and the people who care for them; our employees, our partners, our customers, our business and our communities.

Technical Support Specialist

The "Blue Screen of Death", misbehaving printers, helping to create an amazing onboarding experience for new hires, and helping to protect our data and systems from new threats. A great company simply cannot function without a great Technical Support Specialist! If you are driven by providing excellent customer service to your internal customers, are patient and have a knack for explaining tech to non-techies - we would love to hear from you!

About the role:
The primary accountability of the Technical Support Specialist is to provide value-added technical support to internal users on all implemented technology solutions used by Pethealth Inc and affiliates, including software, hardware, and network applications. This role functions as the first point of contact for all Pethealth Inc technical and application support calls.

Core Responsibilities:
  • Provide professional and customer service oriented resolution to all Pethealth Inc. internal technology solutions including but not limited to: Windows Client OS (Windows 7-10), Windows Server, Virtual Environments, PC troubleshooting/vendor escalation, provide basic network troubleshooting, remote access (VPN Cisco Anyconnect, Citrix), internal systems (Microsoft Dynamics), email issues, internet connectivity, Office 365 components, etc.
  • Responsible for Pethealth Inc asset management tracking (desktop, laptops, mobile devices, phones, headsets, employee ID cards, access cards, etc) as well as software license management.
  • Responsible for the deployment of PHI client corporate standard image.
  • Responsible for the packaging deployment of new software or updates.
  • Coordinate maintenance, support and service for office equipment (printers, copiers, fax machines)
  • Coordinate Identity Management processes (new user access creation, change, termination) with HR team, in order to fulfill business expectations.
  • First level Unified Communications system troubleshooting (Cisco Phones / QualityManagement), as well as other IP based telecom systems and conferencing solution (Webex).
  • Installation and activation of softphone on staff PC and laptops & desk phones, along with set up of extensions and voicemail.
  • Ensure professional service and communication across all support channels (support ticket, phone, and/or in person)
  • Effectively prioritize support calls based on policy, urgency, and effect on business
  • Exercise exceptional problem-solving skills in determining root causes and solutions, and properly escalate unresolved queries to the next level of support.
  • Identify, research and resolve technical problems.
  • Tracks, monitors, and logs all problems to ensure a timely resolution
  • Proactively identify trends regarding technical issues and present information and/or recommendations to manager accordingly
  • Stay up-to-date on evolving technology trends and developments
  • Provide occasional support for emergency after-hour calls
  • Create new documentation on common issues, and update existing documentation on previously identified issues.
  • Other duties and projects as assigned, ex:
  • Coordinate internal IT process improvement and project management tasks.
  • Live Person account management & support.
About you:
  • Previous experience in a helpdesk support role - maybe it was a co-op placement or a contract - we aren't picky about HOW MUCH experience you have, it is 100% about the quality of your skills
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Adaptable
  • Work individually or as part of a team
  • Strong attention to detail
  • Organized and have good time management skills
  • BS degree or diploma in Information Technology, Computer Science or equivalent
  • CompTIA A+ certification
  • CompTIA Network+ certification is an asset
  • ITIL Foundation is an asset
  • MCSA: Windows 8/10 or equivalent.
  • Office 365 experience is desired.
  • Cisco UC experience good to have.
If this sounds like and you are excited to build your career while working with some of the best people around, please submit your resume in confidence. Please note that all applicants will be notified by email within 2 business days regarding the outcome of their application. Please check your email often. We look forward to learning more about you!

Pethealth offers an employee-focused environment where teamwork, innovation, and an appreciation for our shared vision are key to our company’s success. We offer the opportunity to work in a high -growth industry with like-minded individuals that value integrity, flexibility and open communication. Our CEO conducts quarterly town halls in addition to other events and forums that promote two-way communication. We also do yearly employee satisfaction surveys where our employees consistently say our people and our purpose are our best assets – your voice is heard at Pethealth. Above all, we believe in having fun - at work!
Pethealth Inc. – a Fairfax company – is a leading provider of services to shelters, pet owners, veterinarians and those seeking to become pet owners in the United States, Canada, and the United Kingdom. We’re here to aid pet owners in keeping their pets healthy and making sure they can always find their way home.

We thank all candidates for their interest, . If selected for an interview, you will be contacted by email within 7 business days. Pethealth is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, race, disability, gender, sexual orientation or national origin.