Level 2/2+ Service Desk Technician

As a SERVICE DESK TECHNICIAN, you'll share your technical expertise with our clients, provide caring and expert technical support, and resolve simple to complex technical issues. You'll be part of a team of highly qualified peers that will challenge you to grow both your technical and business skills, making you more valuable in the marketplace.

Manawa is a recognized leader in the Managed IT Services Industry located in Toronto, ON, Canada.

This is what the job entails:

Technical Support & Client Communication
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Accurately completing timesheets
• Serve as a point of contact for customers seeking technical assistance over the phone, email, or chat
• Ask customers pertinent questions to understand the results the customer is seeking
• Perform remote troubleshooting using the tools available and information gathered
• Determine the best solution based on the issue and details provided by customers
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Always try to provide a first call resolution
• Provide accurate technical information on IT products or services to customers while recognizing requests for new solutions which are escalated to their Technology Consultant
• Record events and problems and their resolution in the ticketing and documentation platforms
• Follow-up and update customer with status, information, resolution
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Assist end users with configuration, maintenance, and operation of devices
• Install, modify, and repair computer hardware and software
• Participate in writing training manuals and/or Standard Operating Procedures (SOP) of software, configuration of hardware and problem troubleshooting
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• Create accounts and configure hardware as part of on-boarding process
• Diagnose and rectify WAN and LAN issues, including ADSL based technologies.
• Practical experience in deploying and migrating users from old PCs to new PCs
• Ticketing system hands on experience
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of desktop productivity, office automation, and remote control/access technologies
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve technical issues
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Strong desktop knowledge (Windows 10 ,8 and 7)
• Client connectivity and networking - Ethernet, TCP/IP, firewalls, and VPN
• Microsoft Active Directory and Group Policy experience
• Microsoft 365 experience - creation of Shared mailboxes and Distribution list, License management, Message tracing
• Domain hosting and DNS knowledge
• Position requires on-call availability during their week in the rotation after hours from 6pm to 11:30pm and 6am to 8am during weekdays and 9am to 11:30pm on Saturdays and 10:30am to 11:30pm on Sundays (all times are Eastern Standard Time EST)

Good to Haves:
•
• Certification or training provided by hardware/software vendors
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of desktop productivity, office automation, databases and remote control/access technologies
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve technical issues
• Excellent verbal and written English communication skills
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• Strong customer service and troubleshooting skills
• Customer-oriented and cool-tempered
• Previous working experience as an IT Help Desk Technician for 5 years
• In-depth knowledge of computer systems and mobile devices?
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent interpersonal skills
• Windows 10, Mac OS X, Google Collaboration Apps and Office 365
• Active Directory maintenance and Exchange 2007 & 2010
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client connectivity and networking - Ethernet, TCP/IP, firewalls, and VPN
• Microsoft Active Directory, Group Policy
• Experience with Acronis, Altaro, Veeam, and desktop security products

If you are interested in the role, we would love to hear from you!