GOLDEN INTEGRATED SOLUTIONS VISION STATEMENT:

By infusing Technology into our clients we will give them the cutting edge in their industries that will enable them to be market leaders. As the trusted technology advisors we will enrich our clients by managing, implementing and shoring up technological gaps that will propel their business to the next level. Bringing integrated solutions to technological problems by delivering the “Right Solution” with an elevation in competencies to our clients benefit. Thus our clients will be well positioned to weather and profit from the challenges of the 21st century.
Looking for an exciting career opportunity with Golden Integrated Solutions? We are a growing organization that strives to exceed the expectations of our clients. Golden Integrated Solutions is currently looking for self-motivated, enthusiastic candidates for the position of IT help desk support.
Job Title: IT and VoiP Help Desk Support
Location: 60 Innovator Ave Unit 23, Stouffville, Ontario L4A0Y2

PREFERRED QUALIFICATIONS:

Experience and reference in the IT field and/or relevant field(s).
Position Overview: This position requires a solid understanding of IT support procedures. You thrive in a fast-paced environment, are productive, and work well under pressure. You are well-organized, innovative, and pay strong attention to detail in order to ensure thoroughness in completing tasks. You communicate well with team members and possess strong multitasking skills. When necessary, you are able to assess your own performance to make improvements or take corrective action.
Job Purpose: As a Help Desk Support, you will be our clients’ first point of contact for queries on technical issues. You will provide fast and beneficial technical assistance on our computer systems to our clients. You must be customer-oriented, flexible, and patient in order to provide the best solution to our clients’ technical issues. As a VoIP helpdesk technician, your responsibilities might include troubleshooting VoIP system issues, providing technical support to users experiencing VoIP problems, configuring and maintaining VoIP hardware and software, documenting and tracking support tickets, and assisting with VoIP system upgrades and installations. Additionally, you may need to train users on how to use VoIP systems effectively and securely.

EDUCATION:

University or College degree / diploma in computer science, information technology or related field.

EXPERIENCE:

Customer services in IT industry: 1 year

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to navigate and solve issues with applications such as M365 and/or Adobe Reader.
• General understanding of troubleshooting networking in Windows operating environment.
• Understanding of remote access tools in order to interact with a client’s computer such as Anydesk and Teamviewer.
• Knowledge of active directory management.
• Skilled in providing support for Outlook, Word and Excel.
• Experience in configuring network printers and scanning on Windows endpoint devices.
• General understanding of VPN setup and configuration on Windows devices.
• Knowledge of ticketing systems such as OTRS dashboard to track client questions, client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent organizational, interpersonal and communication skills.
• Strong critical thinking, analytical, and problem solving skills.

• As a VoIP helpdesk technician, your responsibilities include troubleshooting VoIP system issues, providing technical support to users experiencing VoIP problems, configuring and maintaining VoIP hardware and software
• Document existing VoIP systems
• Implement changes to VoIP systems as per clients’ requests
• Assist with VoIP system installations and upgrades
• Configure and implement dial plan changes[ML1]
• Train end users on how to use VoIP systems effectively and securely
• Manage life cycle of clients’ VoIP support renewals
• Communicate effectively and efficiently with our clients via the phone or emails[ML2]
• Provision desktops and/or laptops either remotely or in-person
• Configure, test, and troubleshoot VPN connections
• Explain the problem-solving process to clients
• Perform remote troubleshooting through diagnostic techniques
• Provide accurate information on IT products and/or services
• Document events, issues, and their resolutions in detailed logs
• Follow-up with clients and provide them with updates on the status of the issue and other relevant information
• Identify and suggest possible improvements to client procedures
• Diagnose and resolve minor network issues
• Prioritize work orders and helpdesk tickets according to severity
• Collaborate with colleagues to deliver quick and comprehensive solutions for clients’ issues
  Salary: $18.00-$25.00 per hour