Technical Support Agent

The Support Specialist will manage the resolution of customer problems, including troubleshooting, escalation, and user follow-up. This role involves monitoring vendor performance, identifying and resolving issues, and contributing to team improvement. They will work with both end-users and IT support teams, providing first-level support for hardware and software, including Point-of-Sale systems and network solutions.

Requirements

• Excellent communication and customer service skills
• Excellent troubleshooting and diagnostic skills
• Working knowledge of PCs and Windows operating systems
• Working knowledge of Active Directory, and DOS command line functionality
• Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications
• Proficient with support tools (PC Anywhere, Citrix), imaging tools, and common software applications
• Experience with remote access software (VPN, Microsoft Terminal Services)
• Knowledge of AS400 technical support would be an asset
• Knowledge of Citrix Network Topology
• Knowledge of ServiceNow Call Tracking database
• Valid driver’s license

Benefits

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs