IT Customer Support Techician

Location: Vancouver, BC
Hours: Monday to Friday (8:30am-4:30pm)

Kool-IP Solutions, a growing IT company is currently searching for an IT Customer Support Technician to work full-time in downtown Vancouver. This position will be the first point of contact for customers. This position will provide the opportunity to meet with people, discover their needs, get “hands-on” experience in configuring and deploying new workstations and network devices, working and introducing new technologies and being an integral part of our I.T. team.

As part of the Kool-I.P. team, you must be driven, flexible and motivated to help others. You are self-motivated and reliable.

DUTIES & RESPONSIBILITIES:

  • Manage customer expectation and provide great customer service
  • Communicate clearly and effectively either electronically, by phone or in person with both technical and non-technical users experiencing difficulties in order to determine, resolve and document problems experienced. This could mean prioritizing and managing several open cases at once.
    • Field incoming help requests from end users, as required, forward requests to Tier 2 or Tier 3 support.
    • Collect, organize and maintain a problems and solutions log for use by other I.T. team members.
    • Perform troubleshooting and remediation, while updating documentation.
    • Perform hands on fixes, including software/hardware install and upgrade, implementing file backups and configuring systems and applications.
    • Manage deployment, administration and support for corporate desktops.
    • Identify and learn appropriate software and hardware used and supported by the organization.+
    • Other duties as assigned.

QUALIFICATIONS:
• Able to work alone with little supervision
• Post-Secondary Degree or Diploma in Information Technology, Computer Science or related discipline, or equivalent experience
• Ability to troubleshoot and manage desktops and laptops, Printer set up, administration and/or Cloud based email support, various browsers (Internet Explorer, Chrome, Mozilla), Antivirus software, Anti-Malware software, printer and connectivity issues
• Solid understanding and strong Windows and Software Application and hardware support (Word/Excel/Outlook)
• Proficiency with software technologies and basic hardware (note: applicants may be quizzed during interview process)
• Extremely reliable and punctual
• Must be able to work independently and know when to escalate issues upon determining cause
• Excellent customer service skills
• Responsible self-starter who can effectively plan and organize his/her own work
• A positive and enthusiastic attitude
• Strong communication skills and command of the English language, written and verbal are required for this position

EMPLOYMENT REQUIREMENTS:
Due to the requirements and industries some of our customers work in, the following will also be required:
• Criminal record checks – as many of our customers require this prior to any onsite work.
• KooL-IP will be asking for proof of being fully vaccinated, or at a minimum being in the process of becoming fully vaccinated for SARS CoV-2.

If you are interested in this career opportunity, we’d love to hear from you.

We thank all applicants, but only those selected for an interview will be contacted.

 

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