Help Desk Technician - Kitchener

at  Uniserve Communications Corporation

UNISERVE COMMUNICATIONS CORPORATION

Uniserve Communications is growing quickly. We are looking for a local full-time Help Desk Technician to be part of our team in Kitchener while one of our members heads on Maternity Leave. We provide the latest technologies in digital phone, high speed internet, cloud and managed services. We take pride in giving our business and residential customers the most personalized care possible. At Uniserve, you will work with a team of talented dedicated people who have a high level of responsibility in an exciting and challenging business.

POSITION OVERVIEW:

The Help Desk Technician understands the importance of customer service and is able to resolve a variety of basic technical and administrative issues. The ideal candidate thrives in a fast-paced environment and has the ability to multi-task and quickly adapt to change.
Help Desk Technicians work diligently to drive and maintain the highest level of customer experience and satisfaction, ensuring problems are resolved in a timely and respectful manner.

Skills, Experience and Qualifications:

• Basic technical aptitude and fundamental understanding of information technology, including computer systems, networking and operating systems.
• Basic understanding of email systems, web hosting, internet services (cable/dsl/fibre) and VOIP.
• Must be fluent in English both verbally and written.
• Excellent communicator and team player.
• Ability to solve technical issues with courtesy and professionalism.
• Ability to prioritize and escalate effectively in high pressure situations.
• Strong focus on accountability and ownership.
• Previous experience in a managed services company or internet services provider is an asset

• Serve as the first point of contact for end users via email, calls, chat or tickets and provide technical assistance and billing support for incoming queries and issues related to services such as email, hosting, connectivity and password resets.
• Triage tickets by prioritizing and entering as much detail as possible before escalating to appropriate teams if required.
• Process orders, forms and applications for connectivity including telephony, transit and other services.
• Follow up with customers on orders where necessary and keep them up to date with their place in queue from order inquiries to installation.
• Monitor a prioritized queue of various customer issues technical and non-technical.
• Ensure customers are aware of any service impacting events via updating the website, emails, phone calls or other mediums.
• Shipping and receiving of hardware for residential connectivity which requires being on site several times a week.

Skills, Experience and Qualifications:

• Basic technical aptitude and fundamental understanding of information technology, including computer systems, networking and operating systems.
• Basic understanding of email systems, web hosting, internet services (cable/dsl/fibre) and VOIP.
• Must be fluent in English both verbally and written.
• Excellent communicator and team player.
• Ability to solve technical issues with courtesy and professionalism.
• Ability to prioritize and escalate effectively in high pressure situations.
• Strong focus on accountability and ownership.
• Previous experience in a managed services company or internet services provider is an asset.

Benefits and Perks

• Competitive salary and benefits package.
• Dynamic team-oriented environment.
• Opportunity for quick career advancement.

Note: Candidates must be legally able to work in Canada. Only qualified candidates will be contacted for an interview.
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