Help Desk Analyst (Tier 2)

Job Functions
  • Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships
  • Deal with tickets escalated from tier 1, and mentor staff at tier 1
  • Interact with clients remotely via telephone (60%) and in person at their locations (40%)
  • Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
  • Work with vendor support on behalf of our clients to ensure their support issues are resolved
  • Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating
  • Use, update and contribute content to our internal knowledge base
  • Client site visits to resolve issues within skillset
  • Implementation projects as required and able, such as desktop deployments
  • Maintain a calm and professional attitude even when dealing with stressful situations
  • Earn the trust and respect of clients
  • Works on obtaining industry certifications to further career path
  • Time entry in real time
  •  

Skills and Qualification

  • Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
  • At least 3 years of experience in a Help Desk or System Administration role
  • Preference will be given to candidates who have previously been employed at a Managed Services Provider
  • Relevant industry certifications are an asset
  • Experience with Windows desktop and server support and networking
  • Strong and effective oral and written communicator
  • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
  • Professional, responsive, and positive work attitude is essential

Join Us

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

 


To apply, fill in the form or send your resume along with a cover letter to Angela Brake: JoinTheTeam@keeran.ca


NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.