IT Support Engineer
Job Description
We are currently looking to fill a full-time position as a remote and onsite IT Support Engineer in Edmonton, AB The position facilitates the completion of customer support requests, projects, and technical alignment reviews. This position will manage the customer expectations throughout the process and strive to maintain high Customer Satisfaction levels. You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base.
Daily responsibilities will include the following:
- Manage customer tickets and communications
- Provide remote support services to analyze and solve IT support requests.
- Perform scheduled or reactive remote and onsite service calls.
-Advise and train customers on how to use information technology.
- Install customer IT hardware and software.
- Provide regular ticket reviews and reporting to the Manager and VP as required.
- Escalate major moves, adds, or changes to the Professional Services and vCIO.
- Provide continuous feedback on recurring customer issues, customer dissatisfaction.
- Recommend improvements on processes and documentation as required.
- Maintain positive customer relationships and provide high-quality user experience.
- Keep documentation accurate and in good order.
- Assist in the training, mentoring and development of staff and customers.
- Perform general office duties as required and other appropriate tasks as assigned.
- Adopt continuous learning and improvement processes in all aspects of the position.
- Implement, participate, and promote Company Policies and Procedures.
- Manage and Administer Microsoft 365 environments.
Qualifications and Skills Required:
- 2+ years previous experience in IT administration and/or technical support experience.
- Strong knowledge of IT infrastructure, hardware, and software applications.
- Experience and knowledge of Microsoft server and workstation operating systems.
- Experience with networking technologies from SMB equipment to cloud networking.
- Experience working with ticketing systems.
- Strong communication (written and verbal) and interpersonal skills.
- High level organizational, prioritisation, and multi-tasking skills.
- Strong problem-solving skills and self-learning.
- Show initiative when undertaking tasks.
- Able to work well both within a team environment and autonomously.
- High degree of confidentiality, professionalism, and punctuality.
- Ability to take, interpret and follow instructions.
- Customer service oriented with an ability to work with staff at all levels of the Company.
- Committed towards undertaking duties efficiently with a strong attention to detail.
- Awareness of and ability to work in accordance with Company Policies and Procedures.
Note: This job description is not intended to be all-inclusive. You may perform other related duties as assigned to meet the ongoing needs of the organization.
Job Type: Full-time
Pay: $41,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)

Work Location: In perso

Please refer the Job description for details